What is Average Handle Time?
Average handle time (AHT) is one of the metrics used in the customer care sector to measure the interaction duration in a call center or live chat customer care. It is one of the most common KPIs in the customer care industry which is frequently assessed when measuring efficiency.
How to calculate AHT?
The calculate average handle time add your total talk time + total hold time + total after-call tasks. Divide the number you got with the number of total calls and you’ll get the average handle time!
Why is AHT important?
In essence, AHT tells you how much time a customer care agent spends working on a task. These calculations are the bedrock for the customer care planning systems.
Learn more about The Difference Between User Experience and Customer Experience.
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