Average Handle Time (AHT)
Average handle time is a metric that tracks the amount of time an agent spends working through customer requests. Handle time includes the total talk time and the after-call work (ACW) required to complete the call. Examples of after-call work include: document a trouble ticket or assigned a call disposition.
Calculate average handle time by adding the length of all calls plus the associated after-call work and divide by the total number of calls handled (TaimeTime + ACW / Total Calls). Call length includes hold time and transfer time.
Overly long call handling may indicate opportunities in product knowledge, call control, or closing techniques.