Glossary
What is average handle time (AHT)?
Definition
Average handle time (AHT) is the average total duration of a customer interaction, including talk time, any hold time during the call, and the after-call work needed to wrap it up. It is usually reported in minutes and seconds and is a standard efficiency metric in phone-based service. AHT helps managers understand how long calls take and plan staffing accordingly.
01How AHT is calculated
The standard formula adds total talk time, total hold time, and total after-call work, then divides by the number of calls handled. After-call work covers tasks like logging notes or updating records once the caller hangs up. Because all three components count, AHT reflects the full effort of resolving a contact, not just the conversation.
02Why AHT matters
AHT is a key input for staffing and capacity planning, since it determines how many calls each agent can handle in a given period. It also flags process problems: unusually long handle times may reveal confusing systems, missing information, or complex issues. However, AHT should be balanced with quality, because rushing calls can hurt first-call resolution and satisfaction.
03Reducing AHT sensibly
Handle time can be shortened by giving agents quick access to information, streamlining after-call work, and routing calls to the right person the first time. Automation can offload simple, repetitive requests entirely. The goal is efficiency without sacrificing the caller's outcome—short calls that fail to resolve the issue are not truly efficient.
Frequently asked questions
What is included in average handle time?
AHT includes talk time, any hold time during the call, and after-call work such as note-taking, all averaged across the calls handled.
Is a lower AHT always better?
Not necessarily—cutting handle time at the expense of resolving the issue can lower first-call resolution and satisfaction, so it should be balanced with quality.
See also
Related terms
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