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. 

 

This was last updated in October 2006
Posted by: Margaret Rouse
View the next item in this Essential Guide: call center or view the full guide: A guide to call center metrics

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