Average handling time (AHT) is a key performance metric in contact centers that measures the total time it takes to handle a customer interaction, from the moment the conversation starts until all related tasks are completed. AHT includes talk time, hold time and after-call work (such as logging notes or updating records).
AHT is commonly used to evaluate agent efficiency, forecast staffing needs and identify opportunities to improve processes. A lower AHT often means faster service and more efficient operations, but it must be balanced with quality and customer satisfaction to avoid rushed or incomplete support.
By tracking average call handling time across channels (voice, chat, email, etc.), businesses can better understand how long it takes to resolve issues and where delays may occur. With the help of automation, AI and streamlined workflows, companies can reduce AHT without sacrificing service quality.
For decision-makers, AHT is a critical metric that connects operational performance with the overall customer experience. It helps drive informed decisions around workforce planning, training and technology investments.
“By tracking [average handling time] over time, you can determine average handle times for various types of calls — and set benchmarks for your agents.
When you see agents who routinely exceed this threshold, you might need to determine if they have all the skills and tools they need to properly do their jobs. However, if agents are far below this benchmark, they might be rushing through calls and not fully addressing customer issues.”
Average handling time (AHT) is a core contact center metric that measures the total time it takes to manage a customer interaction from start to finish. This includes the time an agent spends talking or chatting with the customer, any time the customer is on hold and the after-call work required to complete the interaction.
For enterprise businesses, AHT is essential for understanding operational efficiency at scale. It supports accurate forecasting, resource planning and performance benchmarking across global teams and multiple channels. While a lower AHT often signals faster service and higher throughput, it must be balanced with customer satisfaction and resolution quality to avoid shortchanging the customer experience.
Enterprises often use automation, AI and workforce optimization tools to reduce AHT without sacrificing service standards. Real-time analytics and dashboards give leaders visibility into AHT trends, helping them identify bottlenecks, streamline workflows and train agents more effectively.
As part of a broader performance strategy, AHT helps enterprises drive efficiency, reduce costs and maintain consistent service delivery across high-volume, complex customer operations.
