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average handle time

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- 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.

LAST UPDATED:

17 Oct 2006

Read more about average handle time:

-	Incoming.com lists a number of factors that affect AHT.
-	SearchCRM.com's Ask the Expert: Is AHT a good CSR performance metric?
-	SearchCRM.com's Ask the Expert: How should Average Hold Time be figured into Average Handle Time?

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