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average handle time (AHT)

Definition

average handle time (AHT)

Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.

Related glossary terms: collaborative browsing (co-browsing), escalation plan, automatic callback, occupancy, blended agent, Incremental Revenue (Value) Analysis, trouble ticket (trouble report), silent monitoring, first call resolution (FCR), longest delay in queue (LDQ)

This was last updated in October 2006

Posted by: Margaret Rouse

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