Average handle time, AHT, is the mean time it takes to handle a customer case from start to finish. It includes talk time, any hold time during the call and the after call work once the call ends.
How to calculate AHT
AHT is the sum of talk time, hold time and after call work, divided by the number of cases. The metric shows how efficiently the team handles each contact.
Use the metric correctly
- Lower AHT is not always better, quality must not drop.
- Compare over time and between groups, not against an arbitrary target.
- Pair it with customer satisfaction so you measure both speed and experience.
AHT connects to after call work and distribution via ACD. A built in AI that summarises calls can shorten after call work, and therefore AHT, without quality falling.
FAQ
What is a good average handle time?
It varies entirely with case type. Your own history is a better benchmark than industry averages.
Does time in queue count?
No, queue time is measured separately. AHT starts when the agent takes the call.
Why does AHT not drop on its own?
Because it is driven by case complexity, not just pace.
Can AI lower AHT?
Yes, mainly by automating after call work such as notes and tagging.
Want to measure and shorten your handle times? Book a lynes demo.
