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Average Handle Time (AHT)

January 30, 2020

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.

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