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.