Average handle time (AHT)

Average Handle Time, or AHT, is a common call and contact center KPI that measures how long it takes to complete a customer interaction. Handle time starts when the customer starts the interaction, encompasses hold/ talk times, and ends when either the inquiry is successfully resolved or when the follow-up tasks coming out of the interaction are completed. The average handle time is found by taking the total amount of time handling interactions and dividing it by the total number of calls.

Ideally, your average handle time should be as low as possible while providing great customer service. AI agents help drive AHT lower with enhanced interactive voice responses, historical knowledge, and proper call routing when a user needs to speak with a live representative.