Average Handling Time (AHT)
Average Handling Time (AHT) Average Handle Time or AHT is a metric used in contact centres to measure the average duration taken to complete one transaction or one call. AHT Components Talk Time – This is the amount of time an agent spends speaking to a customer Hold Time – This is the amount of time an agent puts a customer on hold to either get any information from a tool/other departments or to get support from a SME/Supervisor Wrap Time – This is the amount of time taken by an agent post call to enter disposition an important notes about the conversation Total Calls Handled AHT Calculation Formula Average Handle Time is important for different communication channels. Voice AHT = (Total Talk Time + Total Hold Time + Total Wrap Time) / Total number of calls Handled Email AHT= Total time conversing with customers + Wait times / total number of emails Handled Chat AHT = Total handle Time / Total number of chats answered ...