Added Average Handle Time for Zendesk Voice
We’ve added Average Handle Time (AHT) to our selection of Zendesk Voice metrics — giving you an industry-standard metric that’s been tough to track until now.
AHT combines talk time, hold time, and wrap time into a single metric, so you can see the complete picture of how long your team spends handling calls from start to finish.
In Geckoboard you can now track this for inbound calls, outbound calls, or both, and filter by agent, number, tag, and more — giving you the flexibility that Zendesk’s own reporting lacks.
No more manual calculations in Excel or complex formulas in Zendesk Explore. Just add the metric to your dashboard and get instant insights into your team’s call performance.