Average Handle Time

Average Handle Time (AHT) is a metric used to measure the average length of time a customer service representative spends on each interaction with a customer. It includes the time spent talking to the customer, any hold time, and follow-up work after the call or chat. A lower AHT typically indicates efficient service, while a higher AHT might suggest more complex issues or areas needing improvement. Companies use AHT to assess team productivity, improve customer experience, and optimize processes for quicker, effective support.