Average Handle Time (AHT)

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What is average handle time (AHT)

Average Handle Time (AHT) refers to the total amount of time a support agent spends handling a single customer interaction. This includes three components: the active time spent communicating with the customer (through phone, chat, or email), the time the customer is placed on hold, and the after-interaction work such as updating ticket notes, tagging the issue, or collaborating with internal teams. It provides a comprehensive view of how long it takes to manage a customer issue from start to finish.

Impact of average handle time in customer support

Average Handle Time (AHT) is a foundational operational metric that directly affects both agent productivity and customer experience. A shorter AHT often implies that agents are working efficiently and that internal tools or workflows are optimized. However, an AHT that is too low may also signal rushed interactions or incomplete problem resolution. Conversely, a higher AHT could indicate complex issues or inefficient processes, but may also reflect a thoughtful, thorough support experience.

Formula + Example

Formula:
(Total talk time + Total hold time + Total after-call work time) ÷ Total number of tickets handled

Use Case Example:
If an agent spends 8 minutes on a call with a customer, places the customer on hold for 1 minute, and spends 2 minutes logging the interaction and updating the ticket afterward, the total handle time is 11 minutes. If this is typical across 10 tickets, then the Average Handle Time (AHT) would be 11 minutes.

What affects average handle time

Issue complexity: Simple billing questions or password resets are usually resolved quickly, while technical bugs, account escalations, or multi-department cases take significantly longer.
Agent skill and experience: More seasoned agents tend to diagnose issues faster, navigate systems efficiently, and communicate with greater clarity, all of which help reduce AHT without hurting quality.
System responsiveness and tool usability: Outdated or clunky internal tools, slow-loading dashboards, or complex ticketing systems can all inflate the time it takes to resolve even basic requests.
Use of standardized responses and workflows: The absence of canned responses, templates, or process guides forces agents to start from scratch for each interaction, adding unnecessary minutes.

How to manage average handle time effectively

Standardize replies and workflows: Implementing templates for frequently asked questions, internal checklists for complex cases, and guided scripts for agents can significantly reduce handle time while keeping quality consistent.
Enhance agent tools and platforms: Upgrade slow or poorly integrated systems. Use platforms that combine customer context, ticket history, and resolution tools in one interface to cut down time spent switching between tabs.
Invest in agent training: Equip agents with both product knowledge and soft skills so they can understand the customer’s issue quickly and respond with clarity, empathy, and speed.
Streamline post-interaction tasks: Automate repetitive after-call work like tagging tickets, sending follow-up emails, or updating CRM entries wherever possible to reduce wrap-up time.
Monitor and remove blockers: Regularly review long-handle-time tickets to identify bottlenecks—be it approval delays, internal coordination gaps, or missing documentation.

Benefits of managing average handle time effectively