Average time an agent spends on a customer interaction including talk time, hold time, and after-call work. Industry benchmark 4-7 minutes for voice.
AHT (Average Handle Time)
Average time an agent spends on a customer interaction including talk time, hold time, and after-call work. Industry benchmark 4-7 minutes for voice.
AHT stands for Average Handle Time — the average duration of a customer interaction including talk time, hold time, and after-call work (ACW) for documentation. Industry benchmark: 4-7 minutes for voice in most industries. AHT trades off against FCR; reducing AHT can hurt FCR if agents rush to close.