And we’re doing more than that - we’re providing tips to improve your performance on each KPI.
Customer Service KPI: Average Handle Time on Live Chat
What it isThe average length of time your agents engage in a single chat.
TargetsTargets will vary widely depending on your business (see below for more!)
- High: 29 minutes
- Low: 1 minute
- Average: 13 minutes
- Number of data points: 45
- Don’t over-emphasize average handle time. Be careful with this stat. If you try to reduce average handle time too much, you risk providing sub-par service. Ultimately, the best handle time for a given query is however long it takes to resolve the customer’s inquiry in an efficient way.
- Focus on wait times. In all likelihood, a high average handle time indicates that customers are waiting a long time in between responses. That might mean that your agents are handling too many chats at once, or just juggling too many tasks. Focus on managing your chat queue more efficiently - rather than pressuring agents to get customer off the line more quickly.
- Create a customized AHT target. Don’t overweight the targets above. Assess your own chats - the good and the bad - and determine what makes the most sense for your business and your customers.
Other articles in this series:
Customer Service KPIs: Average Wait Time On Live Chat
Customer Service KPIs: Customer Satisfaction On Live Chat
Illustration by Rhea Avanceña