Average handle time (AHT)
The average duration of a call, including after-call work.
Definition
Average handle time is the mean time to handle a call end to end, including talk time and after-call work like updating records.
Why it matters
AHT is a core cost driver. Automating repetitive calls and folding after-call work into the conversation reduces it without cutting quality.
Related terms
After-call work, deflection rate.