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What is Average Handle Time (AHT)?

ViiBE Blog

On the other, each call must be handled as promptly as possible to ensure that the next caller has a short wait time. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? A classic call center metric to measure this is the Average Handle Time (AHT).

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5 Ways to Get Your AHT (Average Handle Time) Down Fast

Myra Golden

Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request.


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A Complete Contact Center’s Guide to Average Handle Time (AHT)

Advantage Communications

Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.

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Benchmarks: What We’re Seeing For Average Handle Time and First Resolution Time in Q2 & Q3 2020


While there are several metrics that I could have focused on for this project, I chose to spotlight two: First Resolution Time and Average Handle Time. First, I gathered the Average Handle Time (AHT) and First Resolution Time (FRT) metrics for each of our clients. minutes for the same metric.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Understanding Average Handling Time

Brad Cleveland Blog

Once I worked with a technical support center that had a fairly wide range of average handling times (AHTs). Most of the agents had AHTs somewhere from 8 to 12 minutes, but the AHT for one agent in the group was over 20 minutes.

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How to reduce average handle time in a contact center


How to reduce average handle time in a contact center.