What is Average Handle Time?

Also called: AHT

Average Handle Time (AHT) is the average duration of a customer interaction from start to finish, including talk time, hold time, and after-call work. AHT is a fundamental contact center metric used for staffing calculations, efficiency tracking, and cost analysis.

Calculating AHT

AHT = (Talk Time + Hold Time + After-Call Work) / Total Calls Handled

Example: If agents spend 300 minutes talking, 30 minutes on hold, and 90 minutes on after-call work across 100 calls, the AHT is 4.2 minutes.

AHT Components

  • Talk time — Actual conversation with the customer
  • Hold time — Time customer spends on hold during the call
  • After-call work — Post-call tasks like notes and follow-up

Optimizing AHT

Lower AHT isn't always better—rushing customers hurts satisfaction and first-call resolution. Focus on:

  • Reducing hold time with better screen pops and CRM integration
  • Automating after-call work with AI summarization
  • Improving routing so agents get calls matching their expertise

Related Terms

Improve AHT with AI. Platform28's AI features reduce hold time and automate after-call work. Request a demo.

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