AHT: Average Handle Time

What it means

Average handle time covers the whole contact, not just the part the customer hears. It is talk time plus hold time plus after-call work, averaged across handled contacts in a period. Because after-call work is included, changes to disposition forms or CRM steps move AHT even when the conversation itself is unchanged.

How it is calculated

AHT = (talk time + hold time + after-call work) / contacts handled

Why it matters

AHT is the main input to how many agents a forecast asks for, so an error here scales straight into staffing cost. It is also the metric most often pushed in the wrong direction: cutting it by rushing contacts raises repeat contacts, which costs more than the time saved.

Common mistakes

• Averaging across lines of business. A billing queue and a technical support queue have structurally different handle times, so a blended figure describes neither.
• Treating AHT as a performance target on its own. Pair it with first contact resolution, or agents optimise for hanging up.
• Forgetting after-call work when comparing vendors or platforms. Some report talk time only, which makes their number look better for no operational reason.

See also

• ACW: After-Call WorkThe wrap-up tasks an agent completes after a contact ends, before taking the next one.
• FCR: First Contact ResolutionThe share of contacts resolved on the first interaction, with no callback or transfer.
• OccupancyThe share of logged-in time agents spend actively handling contacts rather than waiting.
• Cost per contactThe fully loaded operating cost of a single handled interaction.