what is handling time
49 tips for reducing average handling time. In most surveys that we conduct, average handling time (or AHT) is the most common metric that contact centres use to measure efficiency. It is easy to measure and widely available. We had a fantastic response to our request for ways to help to reduce AHT.
Average handle time (AHT) Definition: The total amount of work time related to calls, including average talk time (ATT) and average after call work time (ACW), divided by the number of calls handled. Application: AHT is the total average amount of time a CSR spends talking and in post call work in relation to a call. Comprised of ATT and ACW. Tips about using average handle time as a call center metric: AHT is a metric which can be monitored or measured at a CSR, center or enterprise level. Similar to ATT, AHT can be easily manipulated so caution is given to how this metric is monitored or measured.