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
Handle time depends on the channel, request complexity and how active work is measured. Compare similar requests within your own operation, and review first response time and resolution time alongside it. There is no single target that fits every support team.
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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