Average Handle Time


Average Handle Time (AHT) refers to the average duration of a customer call transaction, from the time the customer dials the number to the time the call is ended, including all hold times and transfers, as well as after-call activity.

AHT is also a customer service metric used to assess the effectiveness of phone or live chat support. Customer satisfaction and agent performance are often linked to AHT. The faster you fix a customer's issue, the more pleased they will be.