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Planning call center metrics strategies for success
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Call center metrics terminology

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This content is part of the Essential Guide: A guide to call center metrics

Definition

average handle time (AHT)

WhatIs.com

Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured...

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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.

This was last updated in October 2006

Continue Reading About average handle time (AHT)

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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Essential Guide

average handle time (AHT)

Continue Reading About average handle time (AHT)

Dig Deeper on Contact center management

Salesforce: how developers should build for 'micro-moment' apps

Two ways to calculate average handle time: At the agent level vs. queue/skill level

Measuring chat session average handle time (AHT)

Measuring forecasted calls against handled calls in the call center

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SearchContentManagement

7 Microsoft SharePoint alternatives to consider

Contentful App Framework first major release under new CEO

Adobe Acrobat DC integrates PDF tools inside Google Drive

SearchUnifiedCommunications

Coronavirus tests scalability of cloud collaboration services

Chang takes leave from Cisco collaboration unit amid reorganization

Lifesize and Serenova merge to create expanded portfolio

SearchDataManagement

Alluxio brings data catalog to data orchestration platform

Matillion Data Loader goes GA: No-code tool addresses data ingestion

Splice Machine 3.0 integrates machine learning capabilities, database

SearchEnterpriseAI

RPA adoption trends point to broadening use cases

AI and chatbots: Conversational app platforms are maturing

Data Science Central co-founder talks AI, data science trends

SearchERP

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7 reasons for ERP implementation failure

3 emerging technologies changing the finance department

Continue Reading About average handle time (AHT)

Related Resources

Dig Deeper on Contact center management

Salesforce: how developers should build for 'micro-moment' apps

Two ways to calculate average handle time: At the agent level vs. queue/skill level

Measuring chat session average handle time (AHT)

Measuring forecasted calls against handled calls in the call center

Start the conversation

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