AHT
AHT is the acronym for Average Handle Time.
Average Handle Time
A call center metric that measures the average duration of customer interactions from the moment the call is answered by an agent until it is completed, including talk time, hold time, and any after-call work or wrap-up time.
AHT can be broken down into different components:
- Talk Time: It refers to the actual time agents spend actively engaged in conversation with customers, addressing their queries, providing information, or resolving issues.
- Hold Time: Hold Time is the duration when customers are placed on hold during the call. It includes time spent waiting for assistance or while agents access information or consult with colleagues.
- After-call Work (ACW) or Wrap-up Time: ACW or Wrap-up Time represents the time agents spend after the call ends to complete necessary tasks such as updating customer records, logging call details, writing notes, or scheduling follow-up actions.
AHT is an essential metric used to evaluate agent efficiency, productivity, and the call center’s overall performance. It is typically measured in seconds or minutes. A lower AHT generally indicates that agents handle customer interactions more quickly, while a higher AHT suggests longer call durations.
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