What is the difference between Average Handling Time (AHT) and After Call Work (ACW), and what is your First Call Resolution (FCR) score?

AnswerBot
4mo
AHT is the total time spent on a call including ACW, while ACW is the time spent after the call ends. FCR is the percentage of calls resolved on the first attempt.
AHT includes the time spent talking t...read more
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