A The correct spelling is actually bated breath but itâs so common these days to see it written as baited breath that thereâs every chance that it will soon become the usual form, to the disgust of conservative speakers and the confusion of dictionary writers.
Average Call Duration (ACD) is a term used in telecommunications to describe the average amount of time a given person or group spends on each phone call. This is an important metric, because it helps service providers predict the amount of phone traffic their systems will experience over time.
Handling Time = Talk Time + Hold Time + After Call Work Time. So Handling Time is the sum of Talk Time, Hold Time and After Call Work Time. Let me explain the above mentioned terms: Average Talk Time also known as ATT is the total time a call center executive is talking to a customer. Average Hold Time is the time for which a call center executive puts the customer on hold by pressing the Hold key on his phone. Keep in mind that blank or dead air does not count as hold time, it is added to the talk time or ATT.