average handle time (AHT) definition

This definition is part of our Essential Guide: A guide to call center metrics

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. 

 

This was first published in October 2006

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