Average Handling Time (AHT)

A metric used to measure the average duration required to complete a transaction. It is important to gather data for each component over a representative period that reflects a variety of call types, customer issues, and levels of agent expertise.

The three main component of Average Handle Time (AHT) are:

Talk Time: The time when an agent is speaking with a customer

Hold Time: The time when a customer is waiting on hold for an agent during this interaction.