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Average handle time (AHT)

Acronym: AHT

Definition: The total amount of work time related to calls, including average talk time (ATT) and average after call work time (ACW), divided by the number of calls handled.

Application: AHT is the total average amount of time a CSR spends talking and in post call work in relation to a call. Comprised of ATT and ACW.



BROWSE SUBCATEGORIES:	Understanding average handle time as a call center metric: Podcast (1), Measuring average handle time in the call center: Expert advice (6), Test your knowledge of average handle time : Quiz (1)


Understanding average handle time as a call center metric: Podcast: 1 - 1 of 1

Understanding average handle time (AHT) for the call center
Learn tips for measuring average handle time (AHT) for the call center in this call center metrics podcast.


Measuring average handle time in the call center: Expert advice: 1 - 3 of 6

Is average handle time (AHT) a good performance metric?
Forcing agents to watch their average handle time could lead to cutting calls short, thus reducing sale efforts and resulting in overall poor customer service.

Finding average handle time (AHT) information with reporting tools
Reporting tools can provide a range of call center metrics information, says expert Lori Bocklund, so it's best to know exactly what average handle time (AHT) data you're looking for.

Analyze call center agent performance to lower average handle time (AHT)
While there is no formula for lowering average handle time (AHT), Lori Bocklund offers some advice for how to improve your call center performance relative to this call center metric.

	VIEW ALL IN THIS CATEGORY


Test your knowledge of average handle time : Quiz: 1 - 1 of 1

Average handle time should not be monitored at which level?
Test yourself on average handle time in this question from the Call Center Metrics School quiz.

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