AP-226 Exam Dumps | Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric

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Salesforce.AP-226.v2026-03-23.q86
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Question 83/86

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A. Number of chat sessions handled by agents.

B. Total chat session duration divided by the number of sessions.

C. Time spent by agents actively engaged in chat sessions.

D. All of the above, depending on the desired AHT calculation scope and inclusivity.

Correct Answer: D

Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.
Reference: Salesforce Metrics and Performance Measurement

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