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Comment Change the focus from AHT (Score 1) 138

Rather than focus on AHT, focus on the fact that the wiki and the agent cooperation will improve the agent's ability to solve the calls they get. This improves First Call Resolution, which is a better KPI than AHT. Improving FCR from 70% to 85% will drop your overall call volumes by about 10%, with no noticeable increase in AHT.

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