Handle Time

What is Handle Time

Handle Time, often referred to as Average Handle Time (AHT), is the average duration of a single customer interaction, from the moment an agent picks up to the end of any related after-call work. It is a key metric for measuring agent efficiency and contact center capacity. While a low AHT is often desirable, it should be balanced with customer satisfaction and first contact resolution to ensure that quality is not being sacrificed for speed. AI-powered tools can help reduce AHT by automating tasks and providing agents with quick access to information.