What is average handle time?
Average handle time (AHT) is the average duration of one conversation end to end. It captures the time agents spend talking, typing, and wrapping up after the customer leaves. AHT is the classic capacity-planning metric in contact centers.
The formula
AHT = (talk time + hold time + after-call work) ÷ conversations
For chat and email, "talk" means the time during which messages were actively flowing. "After-call work" covers tagging, notes, and any follow-up the agent does before marking the conversation solved.
Benchmarks
Phone AHT averages 6 minutes industry-wide. Chat AHT averages 10 to 12 minutes because agents handle multiple chats concurrently. Email tickets are not usually measured in AHT; they are measured in first response time and resolution time instead.
The trap
Driving AHT down in isolation produces worse customer outcomes. Agents who feel timed start cutting corners, skipping verification, and producing repeat contacts. AHT is most useful when paired with CSAT and resolution rate so you can spot quality regressions early.
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