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Collaboration, Voice & AV · Foundational

Average Handle Time (AHT)

A contact center metric equal to talk time plus hold time plus after-call work, averaged across contacts.

Definition

AHT is used in staffing calculations alongside call volume and service level targets. Reducing AHT through better tools or self-service lowers required agent count, but over-focusing on it can hurt resolution quality. It is reported in CUIC, Webex Contact Center Analyzer and similar tools.

Example

If calls average 240 s talk, 30 s hold and 60 s wrap-up, AHT is 330 seconds.

Exam tip

AHT includes after-call work, not just talk time.

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