Average Handle Time (AHT) is a core efficiency metric in contact centers. It captures the full cost of a single interaction: the time the customer and agent are actively engaged, any time the customer is placed on hold, and the post-contact work the agent completes before moving to the next case.
Formula:
AHT = (Talk Time + Hold Time + After-Call Work) ÷ Total Interactions
Why it matters: AHT directly influences staffing models and operational costs. A high AHT can indicate process inefficiencies, poor tooling, or complex issue types. However, optimizing AHT in isolation is risky:
- Pressuring agents to rush can reduce resolution quality
- Lower AHT combined with poor First Contact Resolution (FCR) simply pushes volume into repeat contacts
AHT is most useful when analyzed alongside quality, CSAT, and FCR to ensure efficiency gains are not coming at the expense of customer outcomes.