CX & Support Metrics

Average Handle Time (AHT)

Definition

Average Handle Time (AHT) is the average total time an agent spends handling a single customer interaction, including talk or chat time, hold time, and after-contact work.

Also known as: AHThandle time

How to calculate it

AHT = (total talk/handle time + total hold time + total after-contact work) ÷ number of interactions. After-contact work (ACW) is the wrap-up time an agent spends logging notes or updating the ticket once the conversation ends.

Example: over 100 calls, agents spend 500 minutes talking, 100 minutes on hold, and 150 minutes on wrap-up. AHT = (500 + 100 + 150) ÷ 100 = 7.5 minutes per interaction.

Why it matters

AHT is a core efficiency and staffing metric — it feeds directly into workforce forecasting and cost-per-contact. But it should never be optimized in isolation: cutting handle time by rushing customers hurts quality and reopen rates. The goal is lower effort, not shorter conversations at any cost.

Frequently asked

What counts as after-contact work in AHT?

The wrap-up tasks an agent does once the conversation ends — writing notes, tagging, updating the CRM, or scheduling a follow-up — before they take the next contact.

Is a lower AHT always better?

Not necessarily. A very low AHT can mean agents are rushing and creating repeat contacts. Balance AHT against CSAT, first-contact resolution, and reopen rate.

Related terms

Average Resolution Time

Average Resolution Time is the average length of time it takes to fully resolve a support ticket, measured from when it's created to when it's marked solved..

Handle Time

Handle time is the total time an agent spends handling a single customer contact, including the active conversation plus any after-contact work like notes, tagging, or follow-up..

First Response Time (FRT)

First Response Time (FRT) is the average time between when a customer submits a support request and when they receive the first human or meaningful reply..

Cost per Contact

Cost per contact is the fully loaded operating cost of a support operation divided by the number of customer contacts it handles, showing what each interaction costs to service..

Agent Utilization

Agent utilization is the percentage of an agent's paid time spent on productive, support-related work — handling contacts and related tasks — versus total time on the clock..

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