What is average handle time (AHT)?
Average handle time (AHT) is the average time an agent spends on one customer interaction, including talking or chatting, hold time and the after-contact work to wrap it up. The formula is total talk time plus hold time plus after-call work, divided by the number of interactions.
Formula
AHT = (talk time + hold time + after-call work) ÷ interactions
Example: 400 minutes across 50 calls → 8 minutes.
Lowering AHT without hurting quality
| Tactic | Effect |
|---|---|
| Agent assist | Faster answers |
| AI summaries | Less wrap-up time |
| Better knowledge | Less hold time |
| Customer context | No re-asking |
Watch out
Pushing AHT too hard can lower first contact resolution and satisfaction.
