Handle time, also known as "handling time" or "average handle time" (AHT), is a metric used in contact centers to measure the total amount of time an agent spends on a customer interaction from start to finish.
It encompasses all aspects of handling a customer inquiry or issue, including the time spent talking to the customer, researching information, documenting the interaction, and any after-call work (ACW) required.
Handle time is calculated by adding together the duration of the call or interaction, any time spent on hold or in queue, and the time spent on post-interaction tasks such as updating records, filling out forms, or sending follow-up emails.
This metric is found on all Contact Center tables, and is important for contact centers as it provides insights into the efficiency and effectiveness of their operations.
By optimizing handle time, contact centers can improve agent productivity, reduce customer wait times, and enhance overall customer satisfaction. However, it's essential to balance reducing handle time with providing high-quality service to ensure customer needs are met adequately.
