Subject: Average Handling Time - 20-11-2019
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Date: Thu, 21 Nov 2019 09:40:09 +0000

Hi all,

The Average Handling Time (AHT) for yesterday was 14.17 minutes. This is the average time it takes an agent to handle a case, from the moment they get the case to the moment they exit the case. Yes, we can see that now.

Now we can see people who are staying on a case for a long time doing nothing, relaxing.

On the rightmost column in the first row that is 108 minutes.

Can you please reply to this email with an explanation from each agent on why it took them so long to handle these cases? If the agent cannot justify this then it is clear they are avoiding work. The list from yesterday is much longer than this but for the first day I'll just send this many.

Kind regards,
Brian Sexton
Team Leader India
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