Average Handle Time Outlier Review

Inspection template for reviewing contact center agents whose average handle time (AHT) is significantly above or below the campaign average, documenting observations, root causes, and coaching actions to bring performance back into range.

Review Context

• Campaign or queue name
• Review period start date
• Review period end date
• Campaign average handle time
• Agent average handle time
• Outlier direction
• Variance from campaign average

Outlier Analysis

• Call complexity or case complexity explains the variance
• Excess hold time observed in the interaction sample
• After-call work or wrap time is outside expected range
• Knowledge gaps, navigation delays, or process inefficiencies identified
• Compliance or quality risk created by the handle time pattern

Coaching and Corrective Actions

• Coaching provided on call control and efficient resolution
• Specific skill gap or process gap identified
• Recommended support action
• Target AHT after coaching
• Follow-up review date

Quality and Customer Impact

• First contact resolution was maintained
• Customer experience was negatively affected by long holds, repetition, or unnecessary transfers
• Documentation and disposition notes were complete and accurate
• Any escalation or repeat contact risk identified

Review Outcome

• Review outcome
• Reviewer comments
• Agent acknowledgment