---
Title: "What Is Average Handle Time (AHT)? Formula"
Url: "https://computer.io/glossary/average-handle-time"
Topic: "Metrics"
Description: "Average handle time (AHT) is the average time agents spend on a customer interaction, including talk, hold and after-work. The formula, example and tips."
---

# 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.

## FAQ

### What is a good average handle time?

It depends on industry and channel; track trends rather than one benchmark.

### Is lower AHT always better?

No. Rushed interactions often create repeat contacts.

### How does AI reduce AHT?

By suggesting answers, summarizing and automating after-call work.

## Related terms

- [First contact resolution (FCR)](https://computer.io/glossary/first-contact-resolution)
- [Agent assist](https://computer.io/glossary/agent-assist)
- [Mean time to resolution (MTTR)](https://computer.io/glossary/mean-time-to-resolution)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [First reply time](https://devrev.ai/blog/first-reply-time)