What is youraverage handle time?
Average handle time is talk time plus hold time plus after-call work, divided by the calls handled. Enter your totals to get AHT in minutes and seconds, the share each part takes, how many calls an agent can handle an hour, and what each call costs in agent time.
245 seconds per call: 3:00 talking, 0:20 on hold, 0:45 wrapping up. At $18 an hour that is $1.22 of agent time per call.
AHT = (talk time + hold time + after-call work) ÷ calls handled. Hold and wrap-up are the parts a process change shortens without rushing a conversation.
Questions people ask
How do you calculate average handle time?
Add total talk time, hold time and after-call work, then divide by the number of calls handled. 600 minutes over 120 calls is an AHT of 5 minutes.
What is a good AHT?
It depends on the call. Shorter is not better if it means rushed conversations; hold time and wrap-up are the parts worth shrinking first.
Is AHT the same as talk time?
No. Talk time is only the conversation. AHT adds hold time and the work after the call, so it is always the larger number.
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