A

Average Handle Time (AHT)

What is average handle time?

This is the total average duration of a single interaction, including hold time, talk time, and the follow-up or related admin tasks. It also relates to chats and cases.

A long AHT will show areas consistently causing problems and highlights which queries are costing your team the most time. It also helps forecast hiring needs — if you know your AHT and the number of cases you receive, you can work out how many hours it will take to answer them.

Deliver Excellent Customer Support Experiences With Ease

Sign up for a 14-day free trial. No credit card required.