Average handling time (AHT)

Average handling time (AHT) is a metric used in contact centers and customer support environments to measure the average duration of a single customer interaction. This includes the entire period from the moment the interaction begins—whether by phone, chat, or other channel—through to its conclusion. AHT typically includes talk time, hold time, and any related work required, such as updating records or completing follow-up actions related to the interaction.

The formula to calculate AHT is straightforward:

AHT = (Talk Time + Hold Time + After-Call Work) / Total Number of Interactions

For example, if a customer service agent spends an average of 4 minutes talking with customers, 1 minute placing them on hold, and 2 minutes on follow-up documentation, the total handle time per interaction is 7 minutes. If that agent handles 10 calls, AHT would be 7 minutes.

Why average handling time (AHT) matters

AHT plays a central role in understanding both operational efficiency and customer experience (CX). A shorter AHT can indicate faster service delivery, while a longer AHT may suggest that interactions are more complex or that agents need more time to provide quality support. However, a low AHT is not always better. If agents rush through calls to keep times down, it may lead to poor customer outcomes, increased repeat contacts, or lower satisfaction scores.

Because of this, many contact centers aim to find an AHT “sweet spot,” or the balance between keeping costs under control and ensuring each customer gets the help they need.

Average handling time (AHT) and contact center performance

AHT is one of several key performance indicators (KPIs) used to evaluate how well a contact center is operating and includes: 

• Talk time: The time spent directly communicating with the customer.
• Hold time: The Amount of time the customer is placed on hold during the interaction.
• After-call work: Tasks that need to be completed once the interaction ends, such as writing notes, sending follow-ups, or updating CRM systems.

 It’s often viewed alongside metrics like:

• First Contact Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Effort Score (CES)

AHT influences staffing models, scheduling, and agent training. If AHT is consistently too high, it could mean agents need better tools or training. If it's unusually low, it could suggest that agents are not fully resolving issues or spending enough time with customers.

The future of average handling time (AHT)

Artificial intelligence is playing an increasingly important role in how organizations monitor and improve average handling time (AHT). Specifically, AI helps reduce handle time without sacrificing service quality by automating routine processes and providing real-time support to agents.

Average handling time (AHT) is a powerful metric, but like any KPI, it must be viewed in context. It offers valuable insight into agent productivity, contact center efficiency, and potential friction in the customer journey. With the rise of AI and automation, companies now have more tools than ever to optimize AHT in a way that enhances the customer experience. The goal is not just shorter calls, but smarter, more effective ones.