Call Centre Reporting Metrics such as AHT

Hi,

Can some one please tell me the correct average method to use when working out averages such as AHT, Avg ACW, Avg Talk Time.

If I use the 'mean' average to work out lets say the AHT, the average will be skewed if the data consists of some very high ACW or Talk Times. Shouldn't we be using the 'median' average instead to work out the above metric if we want to set an accurate baseline average?

Would appreciate if others can share their thought and advice.

Can some one please tell me the correct average method to use when working out averages such as AHT, Avg ACW, Avg Talk Time.

If I use the 'mean' average to work out lets say the AHT, the average will be skewed if the data consists of some very high ACW or Talk Times. Shouldn't we be using the 'median' average instead to work out the above metric if we want to set an accurate baseline average?

Would appreciate if others can share their thought and advice.

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