Average Handling Time (AHT)
Short definition
Average Handling Time (AHT): Average interaction handling time, often including talk time and after-call work.
Meaning and how it works
Handling time includes talk time, hold time and after-call work; an unusually low AHT does not automatically mean better service. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business applications
- Business scenario:
A support team investigates an increase in AHT after introducing a new order-verification process.
What to check before implementation
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.