{"id":813,"date":"2021-06-03T20:30:00","date_gmt":"2025-11-12T20:30:52","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=813"},"modified":"2025-12-28T19:57:00","modified_gmt":"2025-12-28T10:57:00","slug":"what-is-aht","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/kr\/blog\/what-is-aht\/","title":{"rendered":"AHT(\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04)\uc758 \uac1c\uc120 \ubc29\ubc95\uacfc \ud65c\uc6a9 \ubc29\ubc95"},"content":{"rendered":"<p>\ucf5c \uc13c\ud130 \uc5c5\ubb34\uc5d0\uc11c KPI(\uc911\uc694 \uc5c5\ubb34 \ud3c9\uac00 \uc9c0\ud45c)\ub85c \uc790\uc8fc \uc0ac\uc6a9\ub418\ub294 \uac83\uc774 \u300cAHT (\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04)\u300d\uc785\ub2c8\ub2e4. \uc774\ub294 \uace0\uac1d \ub300\uc751 \uc694\uc18c \uc2dc\uac04\uc744 \ub098\ud0c0\ub0b4\ub294 \uc218\uce58\uc785\ub2c8\ub2e4.<\/p>\n<p>\uadf8\ub7ec\ub098, AHT\uc758 \uc218\uce58\ub97c \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \uac83\uc5d0\ub9cc \uc8fc\ub825\ud558\ub2e4 \ubcf4\uba74 \uace0\uac1d \ub9cc\uc871\ub3c4\uac00 \ub0ae\uc544\uc838\ubc84\ub9ac\ub294 \uacbd\uc6b0\ub3c4 \uc788\uae30 \ub54c\ubb38\uc5d0 \uc8fc\uc758\uac00 \ud544\uc694\ud569\ub2c8\ub2e4. \uc774 \uae00\uc5d0\uc11c AHT\uc758 \uac1c\ub150\uacfc \ud6a8\uc728\uc801\uc778 \ud65c\uc6a9 \ubc29\ubc95\uc5d0 \ub300\ud574 \uc18c\uac1c\ud558\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<h1>\ubaa9\ucc28<\/h1>\n<p><a href=\"#indicate\">\ucf5c\uc13c\ud130 \uc791\uc5c5 \ud6a8\uc728\uc744 \ub098\ud0c0\ub0b4\ub294 \uc9c0\ud45c\ub85c \uc0ac\uc6a9\ub418\ub294 AHT<\/a><\/p>\n<p><a href=\"#related\">AHT\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \ubc00\uc811\ud55c \uad00\ub828\uc774 \uc788\ub2e4<\/a><\/p>\n<p><a href=\"#three-tips\">AHT\ub97c \uac1c\uc120\ud558\ub294 3\uac00\uc9c0 \ubc29\ubc95<\/a><\/p>\n<p><a href=\"#how-to\">AHT\ub97c \uc5b4\ub5bb\uac8c \uad00\ub9ac\ud558\uace0 \ud65c\uc6a9\ud574\uc57c \ud558\ub294\uac00<\/a><\/p>\n<p><a href=\"#improve\">AHT\uc758 \uac1c\uc120\uc740 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc78a\uc5b4\uc11c\ub294 \uc548 \ub41c\ub2e4<\/a><\/p>\n<h2 id=\"indicate\">\ucf5c\uc13c\ud130 \uc791\uc5c5 \ud6a8\uc728\uc744 \ub098\ud0c0\ub0b4\ub294 \uc9c0\ud45c\ub85c \uc0ac\uc6a9\ub418\ub294 AHT<\/h2>\n<p>AHT\ub780 \u300cAverage Handling Time\u300d\uc758 \uc57d\uc790\ub85c \u300c\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04\u300d\uc744 \ub9d0\ud569\ub2c8\ub2e4. AHT\ub294 \uc8fc\ub85c \ucf5c\uc13c\ud130\uc5d0\uc11c \uc791\uc5c5 \ud6a8\uc728\uc744 \ub098\ud0c0\ub0b4\ub294 \uc9c0\ud45c\ub85c \uc0ac\uc6a9\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc6b0\uc120, AHT\uac00 \ubb34\uc5c7\uc778\uc9c0\uc5d0 \ub300\ud574 \uc124\uba85\ud558\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<h3 id=\"aht\">AHT\uc758 \uc0b0\ucd9c \ubc29\ubc95<\/h3>\n<p>\ucf5c \uc13c\ud130 \uc5c5\ubb34\uc5d0 \uc788\uc5b4 AHT\ub294 \u300c\ud1b5\ud654 \uc2dc\uac04\u300d \uacfc \u300c\ub300\uae30 \uc2dc\uac04\u300d \u300c\ud6c4\ucc98\ub9ac \uc2dc\uac04\u300d\uc758 \ud3c9\uade0 \uac12\uc785\ub2c8\ub2e4. \uac01\uac01\uc758 \uc758\ubbf8\ub97c \uac04\ub2e8\ud788 \uc18c\uac1c\ud558\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\ud1b5\ud654 \uc2dc\uac04<\/li>\n<\/ul>\n<p>\ud1b5\ud654 \uc2dc\uac04\uc740 \uc774\uc6a9\uc790\uac00 \uc804\ud654\ub97c \uac78\uc5b4 \uc624\ud37c\ub808\uc774\ud130\uc640 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ud6c4 \uc804\ud654\uac00 \uc885\ub8cc\ub418\uae30\uae4c\uc9c0\uc758 \uc2dc\uac04\uc785\ub2c8\ub2e4. \uc8fc\ub85c \uc624\ud37c\ub808\uc774\ud130\uc758 \uc2a4\ud0ac\uc5d0 \ub530\ub77c \ud1b5\ud654 \uc2dc\uac04\uc774 \uc88c\uc6b0\ub418\uc9c0\ub9cc, \uc774\uc6a9\uc790\uc758 \uc9c8\ubb38\uacfc \ud0dc\ub3c4 \ub4f1\uc5d0 \ub530\ub77c\uc11c\ub3c4 \ubc14\ub014 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\ubcf4\ub958 \uc2dc\uac04<\/li>\n<\/ul>\n<p>\ubb38\uc758 \uc804\ud654\uc5d0\uc11c \ubc14\ub85c \ud68c\ub2f5\ud560 \uc218 \uc5c6\uc5b4 \ud604\uc0c1 \ud655\uc778\uc774 \ud544\uc694\ud55c \uacbd\uc6b0 \ub2f4\ub2f9 \ubd80\uc11c\uc5d0 \ub0b4\uc120\uc73c\ub85c \ud655\uc778\ud558\ub294 \uacbd\uc6b0\uac00 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub54c \uc774\uc6a9\uc790\uac00 \ub2f5\uc744 \uc5bb\uae30\uae4c\uc9c0 \uae30\ub2e4\ub9ac\ub294 \uc2dc\uac04\uc744 \ubcf4\ub958 \uc2dc\uac04\uc774\ub77c\uace0 \ud569\ub2c8\ub2e4. \uc77c\ubc18\uc801\uc73c\ub85c \ud1b5\ud654 \uc2dc\uac04\uc5d0 \ud3ec\ud568\ub418\ub294 \uacbd\uc6b0\ub3c4 \ub2e4\uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\ud6c4\ucc98\ub9ac \uc2dc\uac04<\/li>\n<\/ul>\n<p>\ucc98\ub9ac \uc2dc\uac04\uc774\ub780 \uc804\ud654\ub97c \ub04a\uc740 \ud6c4 \uc624\ud37c\ub808\uc774\ud130\uac00 \ud589\ud55c \uc791\uc5c5 \uc18c\uc694 \uc2dc\uac04\uc785\ub2c8\ub2e4. \uc774\ub54c \ubb38\uc758 \ub0b4\uc6a9\uacfc \ucc98\ub9ac \ubc29\uc2dd\uc5d0 \ub300\ud574 \uae30\ub85d\ud558\uac70\ub098 \uc774\uc6a9\uc790\ub85c\ubd80\ud130 \ubc1b\uc740 \ud074\ub808\uc784\uc744 \ub2f4\ub2f9 \ubd80\uc11c\uc5d0 \uc804\ub2ec\ud558\ub294 \uc77c\uc744 \ud558\uac8c \ub429\ub2c8\ub2e4. \ub2e4\ub978 \uc624\ud37c\ub808\uc774\ud130\uc5d0 \ub0b4\uc6a9\uc744 \uc804\ub2ec\ud558\ub294 \ubd80\ubd84\ub3c4 \ud6c4\ucc98\ub9ac \uc2dc\uac04\uc5d0 \ud3ec\ud568\ub429\ub2c8\ub2e4.<\/p>\n<h1 id=\"related\">AHT\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4\uc640 \ubc00\uc811\ud55c \uad00\ub828\uc774 \uc788\ub2e4<\/h1>\n<p>AHT\ub294 \ucf5c\uc13c\ud130 \uc5c5\ubb34 \ud6a8\uc728\uc744 \uce21\uc815\ud558\ub294 KPI\ub85c \uc0ac\uc6a9\ub418\uba70 \ub3d9\uc2dc\uc5d0 \uace0\uac1d \ub9cc\uc871\ub3c4\uc758 \uc9c0\ud45c\ub85c \ud65c\uc6a9\ud560 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ucf5c\uc13c\ud130\uc5d0 \uc804\ud654\ub97c \ud55c \uc774\uc6a9\uc790\ub294 \uc790\uc2e0\uc774 \uac00\uc9c0\uace0 \uc788\ub294 \ubb38\uc81c\uc810\uacfc \uc758\ubb38\uc810\uc774 \uc644\uc804\ud788 \ud574\uacb0\ub418\uae30\ub97c \uc6d0\ud569\ub2c8\ub2e4. \ub530\ub77c\uc11c, \ubb38\uc81c \ud574\uacb0\uc774 \ube60\ub974\uac8c \uc774\ub8e8\uc5b4\uc9c4\ub2e4\uba74 \uace0\uac1d \ub9cc\uc871\ub3c4\ub294 \ub354 \ucee4\uc9c8 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p>\ubc18\ub300\ub85c, \ubb38\uc758\uac00 \ud574\uacb0\ub418\uc9c0 \uc54a\uace0 \uc5ec\ub7ec \ubd80\uc11c\ub85c \uc5f0\uacb0\ub418\uc5b4 AHT\uac00 \uae38\uc5b4\uc9c0\uba74 \uace0\uac1d \ub9cc\uc871\ub3c4\ub294 \ub0b4\ub824\uac08 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc989, AHT\uc758 \uae38\uc774\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc88c\uc6b0\ud558\ub294 \ud070 \uc694\uc778\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<p>AHT\ub294 \uc9e7\uc744\uc218\ub85d \uc88b\uc740 \uac83\uc740 \uc544\ub2c8\ub2e4<\/p>\n<p>\uc55e\uc11c \uc5b8\uae09\ud55c \uac83\uacfc \uc0c1\ucda9\ud560\uc9c0 \ubaa8\ub974\uc9c0\ub9cc, AHT\ub294 \u300c\uc9e7\uc740 \ub9cc\ud07c \uc88b\ub2e4\u300d\ub77c\uace0 \ud560 \uc218\ub294 \uc5c6\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc77c\ubc18\uc801\uc73c\ub85c \uc9e7\uc740 \uac83\uc774 \uc88b\uc9c0\ub9cc, AHT\ub97c \ubb34\ub9ac\ud558\uac8c \ub2e8\ucd95\ud558\uac8c \ub418\uba74 \uba87 \uac00\uc9c0 \ubb38\uc81c\uc810\uc774 \ubc1c\uc0dd\ud569\ub2c8\ub2e4.<\/p>\n<p><b>&lt;\ubb34\ub9ac\ud558\uac8c AHT\ub97c \ub2e8\ucd95\ud560 \ub54c \ubc1c\uc0dd\ud558\ub294 \ud3d0\ud574&gt;<\/b><\/p>\n<ul>\n<li><b>\uc804\ud654 \ub300\uc751 \uc2dc \uc5b4\uc870\uac00 \uc5b4\ub835\uac70\ub098 \ube68\ub77c \uc0c1\ub300\ubc29\uc774 \uc54c\uc544\ub4e3\uae30 \ud798\ub4e4\uc5b4\uc9c8 \uc218 \uc788\ub2e4<\/b><\/li>\n<li><b>\uc774\uc6a9\uc790\uc5d0 \ub300\ud55c \uc815\ud655\ud55c \ub300\uc751\uc744 \uc774\ub8e8\uc5b4\uc9c0\uc9c0 \uc54a\ub294\ub2e4<\/b><\/li>\n<li><b>\ubb38\uc81c\ucc98\ub9ac \ud6c4 \ud655\uc778 \uacfc\uc815\uc774 \uc0dd\ub7b5\ub418\uc5b4 \uc798\ubabb\ub41c \ub0b4\uc6a9\uc774 \uc804\ub2ec\ub41c\ub2e4<\/b><\/li>\n<li><b>\uc804\ud654 \ud6c4 \uae30\ub85d\uacfc \ud0c0 \ubd80\uc11c\uc5d0 \uc804\ub2ec\ub418\ub294 \uacfc\uc815\uc774 \uc0dd\ub7b5\ub41c\ub2e4<\/b><\/li>\n<\/ul>\n<p>\uc704\uc640 \uac19\uc740 \ub0b4\uc6a9\ub4e4\uc740 \ubb34\ub9ac\ud558\uac8c AHT\ub97c \ub2e8\ucd95\ud560 \uacbd\uc6b0 \ubc1c\uc0dd\ud560 \uc218 \uc788\ub294 \ubb38\uc81c\uc810\uc785\ub2c8\ub2e4.<\/p>\n<p>AHT\ub294 \ucf5c \uc13c\ud130 \uc5c5\ubb34\uc5d0 \uc788\uc5b4 \uc911\uc694\ud55c \uc9c0\ud45c\uc774\uc9c0\ub9cc \uc774 \ubd80\ubd84\uc5d0\ub9cc \uc9d1\uc911\ud558\uac8c \ub41c\ub2e4\uba74 \uc774\ub7ec\ud55c \ud3d0\ud574\uac00 \ubc1c\uc0dd\ud558\uae30 \uc27d\uae30 \ub54c\ubb38\uc5d0 \uc8fc\uc758\ud574\uc57c\ud569\ub2c8\ub2e4.<\/p>\n<h2 id=\"three-tips\">AHT\ub97c \uac1c\uc120\ud558\ub294 3\uac00\uc9c0 \ubc29\ubc95<\/h2>\n<p>\uadf8\ub807\ub2e4\uba74, \ud488\uc9c8\uc744 \ub5a8\uc5b4\ub728\ub9ac\uc9c0 \uc54a\uace0 AHT\ub97c \uac1c\uc120\ud558\uae30 \uc704\ud574 \uc5b4\ub5a4 \ubc29\ubc95\uc774 \uc788\uc744\uae4c\uc694? \uad6c\uccb4\uc801\uc778 \ubc29\ubc95\uc744 \uc18c\uac1c\ud558\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\uc624\ud37c\ub808\uc774\ud130\uc758 \uc2a4\ud0ac \uc5c5<\/h3>\n<p>\uc624\ud37c\ub808\uc774\ud130\ub294 \uc774\uc6a9\uc790\uc758 \uc9c8\ubb38 \ub0b4\uc6a9\uc744 \uc815\ud655\ud558\uac8c \uc774\ud574\ud558\uace0 \uc54c\uae30 \uc27d\uac8c \ub2f5\ubcc0\ud574\uc57c \ud569\ub2c8\ub2e4. \uc624\ud37c\ub808\uc774\ud130\uc758 \uc2a4\ud0ac \uc5c5\uc5d0 \ub530\ub77c AHT\ub294 \ud06c\uac8c \uac1c\uc120\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098, \ubaa9\uc801\uc744 \ub2ec\uc131\ud558\uae30 \uc704\ud574\uc120 \ubd80\uc11c \uc804\uccb4\uc758 \uac1c\uc120\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>\uad6c\uccb4\uc801\uc778 \ubc29\ubc95\uc73c\ub85c\ub294 \uc804\ud654 \ub179\uc74c\uc744 \ubd84\uc11d\ud558\ub294 \uac83\uc785\ub2c8\ub2e4. \uc774\uc57c\uae30\uac00 \uc11c\ub85c \ud1b5\ud558\uc9c0 \uc54a\uac70\ub098 \ud55c\ubc88 \uc124\uba85\uc73c\ub85c \uc0c1\ub300\ubc29\uc774 \uc774\ud574\ud558\uc9c0 \ubabb\ud558\ub294 \ubd80\ubd84\uc774 \uc788\ub2e4\uba74 \uadf8\uac83\uc774 \uac1c\uc120 \ud3ec\uc778\ud2b8\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc624\ud37c\ub808\uc774\ud130\uc758 \uc2a4\ud0ac \uaca9\ucc28\uac00 \ud070 \uacbd\uc6b0 AHT\uac00 \uc9e7\uc740 \uc624\ud37c\ub808\uc774\ud130\uc758 \ub300\uc751\uc744 \ucc38\uace0 \uc790\ub8cc\ub85c \uc0ac\uc6a9\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3 id=\"cti\">CTI \uc120\uc815\uc73c\ub85c \ud6a8\uc728\ud654\ub97c \ubaa9\ud45c\ub85c \ud558\uae30<\/h3>\n<p>\uc624\ud37c\ub808\uc774\ud130\uac00 \uc0ac\uc6a9\ud558\ub294 \uc804\ud654\uc640 \ucef4\ud4e8\ud130\ub97c \ud1b5\ud569\ud55c CTI(Computer Telephony Integration)\uc2dc\uc2a4\ud15c\uc758 \uae30\ub2a5\uacfc \uc0ac\uc6a9 \ubc29\ubc95\ub3c4 AHT\uc5d0 \ud06c\uac8c \uc601\ud5a5\uc744 \ub07c\uce69\ub2c8\ub2e4.<\/p>\n<p>CTI\ub97c \ud1b5\ud574 \ud1b5\ud654\ub97c \ud558\uba74\uc11c \ud544\uc694\ud55c \uc815\ubcf4\ub97c \uc989\uac01\uc801\uc73c\ub85c \uc811\uadfc\ud560 \uc218 \uc788\ub294 \uae30\ub2a5\uc774 \uc788\ub2e4\uba74, \uc774\uc6a9\uc790\ub97c \uae30\ub2e4\ub9ac\uac8c \ud558\ub294 \uc77c \uc5c6\uc774 \uc6d0\ud65c\ud55c \ub300\uc751\uc744 \ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c, \uc0ac\ub0b4\uc758 \uac01 \ubd80\uc11c\uc640 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \uae30\ub2a5\uc73c\ub85c \ud6c4\ucc98\ub9ac \uc2dc\uac04 \ub2e8\ucd95\ub3c4 \uac00\ub2a5\ud569\ub2c8\ub2e4. \uc81c\ud488\uc5d0 \ub530\ub77c\uc11c\ub294 CRM \ub4f1 \ub2e4\ub978 \ud234\uacfc \uc5f0\uacc4\ud558\uc5ec \uace0\uac1d\uc5d0\uac8c \uc804\ud654 \uc628 \uc2dc\uc810\uc5d0 \ud544\uc694\ud55c \uc815\ubcf4\ub97c \ud654\uba74\uc5d0 \ub744\uc6b0\ub294 \uae30\ub2a5\uc744 \uac00\uc9c4 CTI\ub3c4 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \uace0\uc131\ub2a5 \ud234\uc744 \uac00\uc9c4 CTI\ub97c \ud65c\uc6a9\ud558\ub294 \uac83\ub3c4 AHT \ub2e8\ucd95\uc5d0 \ud070 \ud6a8\uacfc\uac00 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc138\uc77c\uc988\ud3ec\uc2a4\ub2f7\ucef4\uc774 \uc81c\uacf5\ud558\ub294 \u300c<a href=\"https:\/\/www.salesforce.com\/kr\/products\/service-cloud\/overview\/\">Service Cloud<\/a>\u300d\uc5d0\ub294 CTI \uc5f0\uacc4 \uae30\ub2a5\uc774 \ud3ec\ud568\ub418\uc5b4 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\uc6cc\ud06c\ud50c\ub85c\uc6b0\ub97c \uc7ac\uc810\uac80\ud558\uae30<\/h3>\n<p>\ucf5c\uc13c\ud130 \uc5c5\ubb34\uc758 \uc6cc\ud06c\ud50c\ub85c\uc6b0\ub97c \uc7ac\uc810\uac80\ud558\ub294 \ubc29\ubc95\ub3c4 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc608\ub97c \ub4e4\uc5b4, \uc624\ud37c\ub808\uc774\ud130\uac00 \uc774\uc6a9\uc790\uc640 \uc804\ud654\ub97c \ub05d\ub0b4\uace0 \uadf8 \ub0b4\uc6a9\uc744 \uae30\ub85d\ud558\uc5ec \ud544\uc694\ud55c \uc5f0\ub77d \uc5c5\ubb34\ub294 \ud6c4\ucc98\ub9ac \uc804\ubb38 \uc9c1\uc6d0\uc774 \ud558\ub294 \ubd84\uc5c5 \uccb4\uc81c\uc785\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \uccb4\uc81c\ub294 \uc624\ud37c\ub808\uc774\ud130\uac00 \ubcf8\ub798\uc758 \ud575\uc2ec \uc5c5\ubb34\uc778 \uc774\uc6a9\uc790 \ub300\uc751\uc5d0 \uc804\ub150\ud560 \uc218 \uc788\uae30 \ub54c\ubb38\uc5d0 \uc804\ud654 \ud488\uc9c8\uc774 \ub192\uc544\uc9d1\ub2c8\ub2e4. \uc5c5\uc885\uacfc \uc5c5\ud0dc\uc5d0 \ub530\ub77c \uc774\ub7ec\ud55c \uc6cc\ud06c\ud50c\ub85c\uc6b0\uac00 \ub354 \ud6a8\uc728\uc801\uc778 \uacbd\uc6b0\uac00 \uc788\uc5b4 AHT \ub2e8\ucd95\uc5d0 \uc720\uc6a9\ud55c \uac1c\uc120 \ubc29\ubc95\uc774\ub77c\uace0 \ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2 id=\"how-to\">AHT\ub97c \uc5b4\ub5bb\uac8c \uad00\ub9ac\ud558\uace0 \ud65c\uc6a9\ud574\uc57c \ud558\ub294\uac00<\/h2>\n<p>AHT\ub294 \uc55e\uc11c \uc5b8\uae09\ud588\ub4ef\uc774 \ubb34\ub9ac\ud55c \ub2e8\ucd95\uc73c\ub85c \ud3d0\ud574\uac00 \ubc1c\uc0dd\ud560 \uc704\ud5d8\uc774 \uc788\uae30 \ub54c\ubb38\uc5d0 \uc801\uc808\ud55c \uad00\ub9ac\uac00 \uc911\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>\uadf8\ub807\ub2e4\uba74 AHT\ub97c \uac1c\uc120\ud560 \ub54c \uc5b4\ub5a4 \uc810\uc5d0 \uc8fc\uc758\ud574\uc57c \ud558\ub294\uc9c0 \uc54c\uc544\ubcf4\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<h3>\uc801\uc815\uce58\ub97c \uc124\uc815\ud558\uc5ec \ubaa8\ub2c8\ud130\ud558\uae30<\/h3>\n<p>\ud0c1\uad6c\uc640 \uac19\uc774 \uacc4\uc18d \ub300\ud654\uac00 \ube60\ub974\uac8c \uc624\uace0 \uac00\ub294 \ud615\ud0dc\ub294 \uc0ac\uc6a9\uc790\uac00 \uc9c0\uce58\uae30 \uc27d\uc2b5\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\ub294 \uc801\ub2f9\ud55c \u300c\uacf5\ubc31\u300d\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \ucf5c\uc13c\ud130\uc758 \uc751\ub300\ub3c4 \ub9c8\ucc2c\uac00\uc9c0\uc785\ub2c8\ub2e4. AHT\ub97c \ub2e8\ucd95\ud558\ub294 \ubc29\ubc95\uc744 \uc0dd\uac01\ud558\uba74\uc11c\ub3c4 \uace0\uac1d \ub9cc\uc871\ub3c4\uc758 \uc720\uc9c0\ub97c \uace0\ub824\ud558\uc5ec \uc801\uc815\uce58\ub97c \uc124\uc815\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\uc6b0\uc120 \uc911\uac04 \uac12\uc744 \uc124\uc815\ud574 \ub450\uace0 \uc0c1\ud669\uc744 \ubcf4\uba70 \uc870\uc815\ud558\ub294 \uac83\ub3c4 \uc88b\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub610\ud55c, \ucc98\ub9ac \uc2dc\uac04\uc740 \uc218\uc2dc\ub85c \uc815\ud574\uc9c4 \ub2f4\ub2f9\uc790\uac00 \ubaa8\ub2c8\ud130\ub9c1\ud558\ub294 \uac83\uc774 \uc774\uc0c1\uc801\uc785\ub2c8\ub2e4. \ubb38\uc758 \uc804\ud654\ub294 \ubb34\uc5b8\uac00\ub97c \uacc4\uae30\ub85c \uc99d\uac00\ud558\ub294 \uacbd\uc6b0\uac00 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7f4 \ub54c\uc5d0\ub294 \uc624\ud37c\ub808\uc774\ud130\uc5d0 \uc815\ud655\ud55c \uc9c0\uc2dc\ub97c \uc904 \uc218 \uc788\ub294 \uccb4\uc81c\ub97c \uc815\ube44\ud574\ub450\uba74 \ubcf4\ub2e4 \ub9ce\uc740 \uc804\ud654\uc5d0 \ub300\uc751\ud560 \uc218 \uc788\uc744 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<h3>\ubb38\uc81c\ub97c \ubc1c\uacac\ud558\uace0 \uc6d0\uc778\uc744 \ud2b9\uc815\ud558\uae30<\/h3>\n<p>AHT\ub97c \uac1c\uc120\ud558\uae30 \uc704\ud574\uc11c\ub294 \uc5b4\ub514\uc5d0 \ubb38\uc81c\uc640 \uc6d0\uc778\uc774 \uc788\ub294\uac00\ub97c \ud2b9\uc815\ud558\ub294 \uac83\uc774 \uc911\uc694\ud569\ub2c8\ub2e4. \uadf8\ub807\uc9c0 \uc54a\uc73c\uba74 \uc624\ud37c\ub808\uc774\ud130\uc758 \uc791\uc5c5 \ubd80\ub2f4\ub9cc \uc99d\uac00\ud560 \ubfd0 \ud488\uc9c8\uc740 \uc800\ud558\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ud1b5\ud654 \uc2dc\uac04\uc774 \uae38\uc9c0\ub294 \uc54a\uc740 \uc9c0, \ud6c4\ucc98\ub9ac \uc2dc\uac04\uc774 \uc624\ub798 \uc18c\uc694\ub418\ub294\uc9c0, \uadf8 \uc6d0\uc778 \ub4f1\uc740 \uc5b4\ub514\uc5d0 \uc788\ub294\uc9c0 \ub4f1\uc740 \ub370\uc774\ud130 \uc218\uce58\ub9cc\uc73c\ub85c\ub294 \ud30c\uc545\ud560 \uc218 \uc5c6\uae30 \ub54c\ubb38\uc5d0 \ud604\uc7a5\uc758 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\uc744 \ubaa8\ub2c8\ud130\ud558\uac70\ub098 \uc624\ud37c\ub808\uc774\ud130\uc5d0 \uc758\uacac\uc744 \ubc18\uc601\ud574 \uc6d0\uc778\uc744 \ud2b9\uc815\ud558\uace0 \ud574\uacb0\ucc45\uc744 \uac80\ud1a0\ud558\uc2ed\uc2dc\uc624.<\/p>\n<h3>\uc2dc\uac04\uc774 \ub0ad\ube44\ub418\uc9c0 \uc54a\ub294 \ubc29\ubc95\uc744 \uc0dd\uac01\ud558\uae30<\/h3>\n<p>\uc5ec\ub7ec \ubd84\uc57c\uc5d0\uc11c \uc2dc\uac04\uc774 \ub0ad\ube44\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \uc9c8\ubb38\uc5d0 \uc124\uba85\uc744 \ud558\uace0 \uc0c1\ub300\ubc29\uc774 \ud55c\ubc88\uc5d0 \uc774\ud574\ud558\uc9c0 \ubabb\ud558\uba74 \ub2e4\uc2dc \ud55c\ubc88 \uc124\uba85\uc744 \ud558\uac8c \ub429\ub2c8\ub2e4. \uc774\uc640 \uac19\uc740 \uacbd\uc6b0 \ucc98\uc74c \uc124\uba85\uc744 \ud588\ub358 \uc2dc\uac04\uc774 \ub0ad\ube44 \ub418\uc5b4\ubc84\ub9ac\uae30 \ub54c\ubb38\uc5d0 \ucc98\uc74c\ubd80\ud130 \ub204\uad6c\ub77c\ub3c4 \uc644\ubcbd\ud558\uac8c \uc774\ud574\ud560 \uc218 \uc788\ub294 \uc124\uba85 \ubc29\ubc95\uc744 \uac80\ud1a0\ud558\uc5ec \ub3c4\uc785\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\uc624\ud37c\ub808\uc774\ud130\uc758 \ubaa9\uc18c\ub9ac \ud1a4\uacfc \uc774\uc57c\uae30 \ubc29\uc2dd\uc5d0 \ub530\ub77c \uc0c1\ub300\ubc29\uc758 \uc774\ud574\ud558\ub294 \ubd80\ubd84\uc774 \ub2ec\ub77c\uc9c8 \uc218 \uc788\uae30 \ub54c\ubb38\uc5d0 \uc774 \ubd80\ubd84\ub3c4 \uad50\uc815\ud558\ub294 \uac83\uc774 \uc88b\uc744 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p>\ud6c4\ucc98\ub9ac \uc18c\uc694 \uc2dc\uac04\ub3c4 \ud234\uacfc \uc2dc\uc2a4\ud15c\uc758 \uc0ac\uc6a9 \ubc29\ubc95\uc5d0 \ub530\ub77c \uc4f8\ub370\uc5c6\ub294 \uc2dc\uac04\uc744 \uc0ad\uac10\ud558\ub294 \ud6a8\uacfc\ub97c \ubc1c\ud718\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub2e4\uc591\ud55c \uba74\uc5d0\uc11c \uac80\ud1a0\ud558\uc5ec \uc5c5\ubb34 \ud6a8\uc728\ud654\uc640 \uc2dc\uac04\uc744 \ub2e8\ucd95\ud558\uc2ed\uc2dc\uc624.<\/p>\n<h3>\uc2dc\uac04\ubfd0\ub9cc \uc544\ub2c8\ub77c \ud488\uc9c8 \ud5a5\uc0c1\ub3c4 \uac80\ud1a0\ud558\uae30<\/h3>\n<p>AHT\uc758 \ub2e8\ucd95\uc740 \ucf5c\uc13c\ud130\uc758 \uc911\uc694 \uacfc\uc81c\uc785\ub2c8\ub2e4. \uadf8\ub7ec\ub098, AHT\uc758 \ub2e8\ucd95\uc5d0 \ub530\ub77c \ud1b5\ud654 \ud488\uc9c8\uc774 \uc800\ud558\ub3fc\uc11c\ub294 \uc548\ub429\ub2c8\ub2e4. \ud604\uc7ac\uc758 \ud488\uc9c8\uc744 \uc720\uc9c0\ud558\uba74\uc11c \uc2dc\uac04 \ub2e8\ucd95\uc774 \uac00\ub2a5\ud55c\uc9c0 \uc218\uc2dc\ub85c \ud655\uc778\ud558\ub294 \uac83\uc774 \uc88b\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ubcf4\ub2e4 \uac04\uacb0\ud55c \ub9d0\uacfc \uc2e0\uc18d\ud55c \ub300\uc751\uc73c\ub85c \uc774\uc6a9\uc790\uc758 \uc694\uad6c\uc5d0 \uc751\ud55c\ub2e4\uba74 \uc2dc\uac04 \ub2e8\ucd95\uacfc \ud568\uaed8 \ud488\uc9c8 \ud5a5\uc0c1\ub3c4 \uac00\ub2a5\ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<h2 id=\"improve\">AHT \uac1c\uc120 \uc2dc \uace0\uac1d\ub9cc\uc871\ub3c4\ub97c \uc78a\uc5b4\uc120 \uc548 \ub41c\ub2e4<\/h2>\n<p>AHT\ub294 \uc2dc\uac04\uc744 \ub098\ud0c0\ub0b4\ub294 \uc9c0\ud45c\uc778\ub9cc\ud07c \ub2e8\ucd95\ud558\ub294 \uac83\ub9cc \uc758\uc2dd\ud558\ub294 \uacbd\ud5a5\uc774 \uc0dd\uae30\uae30 \uc27d\uc2b5\ub2c8\ub2e4. \ubb3c\ub860, AHT\uc740 \uc791\uc5c5 \ud6a8\uc728\uc744 \uce21\uc815\ud558\ub294 \uc9c0\ud45c\uc774\uc9c0\ub9cc \uace0\uac1d \ub9cc\uc871\ub3c4 \ud5a5\uc0c1\uc744 \uc78a\uc5b4\uc11c\ub294 \uc548\ub429\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ub192\uac8c \uc720\uc9c0\ud558\uba74\uc11c \uc2dc\uac04 \ub2e8\ucd95\uc744 \ubaa9\ud45c\ub85c AHT\ub97c \uac1c\uc120\ud558\uc2ed\uc2dc\uc624.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\ucf5c \uc13c\ud130 \uc5c5\ubb34\uc5d0\uc11c KPI(\uc911\uc694 \uc5c5\ubb34 \ud3c9\uac00 \uc9c0\ud45c)\ub85c \uc790\uc8fc \uc0ac\uc6a9\ub418\ub294 \uac83\uc774 \u300cAHT (\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04)\u300d\uc785\ub2c8\ub2e4. \uc774\ub294 \uace0\uac1d \ub300\uc751 \uc694\uc18c \uc2dc\uac04\uc744 \ub098\ud0c0\ub0b4\ub294 \uc218\uce58\uc785\ub2c8\ub2e4. \uadf8\ub7ec\ub098, AHT\uc758 \uc218\uce58\ub97c \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \uac83\uc5d0\ub9cc \uc8fc\ub825\ud558\ub2e4 \ubcf4\uba74 \uace0\uac1d \ub9cc\uc871\ub3c4\uac00 \ub0ae\uc544\uc838\ubc84\ub9ac\ub294 \uacbd\uc6b0\ub3c4 \uc788\uae30&hellip;<\/p>\n","protected":false},"author":1,"featured_media":812,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_content_type":[],"blog":[65,119,92],"coauthors":[8],"class_list":["post-813","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","blog-agentforce-service","blog-customer-experience","blog-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>AHT(\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04)\uc758 \uac1c\uc120 \ubc29\ubc95\uacfc \ud65c\uc6a9 \ubc29\ubc95- \uc138\uc77c\uc988\ud3ec\uc2a4 - Salesforce<\/title>\n<meta name=\"description\" content=\"AHT(\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04)\ub780 \ubb34\uc5c7\uc774\uba70 \uc65c \uc911\uc694\ud560\uae4c\uc694? \ub2e8\uc21c\ud788 \uc0c1\ub2f4 \uc2dc\uac04\uc744 \uc904\uc774\ub294 \uac83\uc744 \ub118\uc5b4, \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc720\uc9c0\ud558\uba70 \uc5c5\ubb34 \ud6a8\uc728\uc131\uc744 \ub192\uc774\ub294 AHT \ucd5c\uc801\ud654 \uc804\ub7b5\uc744 \uc18c\uac1c\ud569\ub2c8\ub2e4. \uc815\ud655\ud55c \uacc4\uc0b0 \uacf5\uc2dd\uacfc AI\ub97c \ud65c\uc6a9\ud55c \uc2dc\uac04 \ub2e8\ucd95 \ub178\ud558\uc6b0\ub97c \uc138\uc77c\uc988\ud3ec\uc2a4\uc5d0\uc11c \ud655\uc778\ud558\uc138\uc694.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/kr\/blog\/what-is-aht\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AHT(\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04)\uc758 \uac1c\uc120 \ubc29\ubc95\uacfc \ud65c\uc6a9 \ubc29\ubc95\" \/>\n<meta property=\"og:description\" content=\"AHT(\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04)\ub780 \ubb34\uc5c7\uc774\uba70 \uc65c \uc911\uc694\ud560\uae4c\uc694? \ub2e8\uc21c\ud788 \uc0c1\ub2f4 \uc2dc\uac04\uc744 \uc904\uc774\ub294 \uac83\uc744 \ub118\uc5b4, \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc720\uc9c0\ud558\uba70 \uc5c5\ubb34 \ud6a8\uc728\uc131\uc744 \ub192\uc774\ub294 AHT \ucd5c\uc801\ud654 \uc804\ub7b5\uc744 \uc18c\uac1c\ud569\ub2c8\ub2e4. \uc815\ud655\ud55c \uacc4\uc0b0 \uacf5\uc2dd\uacfc AI\ub97c \ud65c\uc6a9\ud55c \uc2dc\uac04 \ub2e8\ucd95 \ub178\ud558\uc6b0\ub97c \uc138\uc77c\uc988\ud3ec\uc2a4\uc5d0\uc11c \ud655\uc778\ud558\uc138\uc694.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/kr\/blog\/what-is-aht\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-12T20:30:52+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-28T10:57:00+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/aht.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Salesforce Korea\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce Korea\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script 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