AHT
Service Operations
AHT (Average Handle Time)
Average Handle Time
Average time required to handle a service interaction, including talk, hold and after-contact work.
Examples
- 01AHT for warranty calls is 7.5 minutes, including talk time, hold time and the notes written after the call.
- 02Supervisors review AHT by team and issue type and find that billing questions take twice as long as others.
- 03When AHT for one issue type rises, the team updates the knowledge base so agents find answers faster.