Module 1 · The job behind the job title Lesson 3 of 15
SLA, AHT and the metrics you are measured on
Service level is how quickly the queue is answered, average handling time is how long one conversation takes, and first-contact resolution is whether it came back. They pull against each other, and knowing that makes you look senior.
Worked example
Chasing the shortest handling time lowers resolution and raises reopen rate, so the queue gets longer overall. Understanding the trade-off is what gets you onto the quality team.
Your practice task
Write down one decision you would make differently for each of the three metrics, and the trade-off you accepted.
Do this before moving on. Reading a solution teaches the shape of it; typing it teaches you.
Key takeaway
Service level is how quickly the queue is answered, average handling time is how long one conversation takes, and first-contact resolution is whether it came back. They pull against each other, and knowing that makes you look senior.
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