What Is Average Handling Time (AHT)?

Average Handling Time Definition

Average Handle Time (AHT) is a key performance metric commonly used in call centres and BPOs. It measures the average duration of an interaction between a customer and an agent, including talk time, hold time, and after-call work (ACW).

AHT is an essential indicator of efficiency, service quality, and resource management in customer support operations.

The Average Handling Time (AHT) Formula

The formula for calculating AHT is as follows:

Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap Time) ÷ Number of Calls Handled

Wrap-up time may also be known as Wrap Time or After-Call Work time.

Worked Example

All of the following data can be pulled from the contact centre’s Automated Call Distribution (ACD) system or, failing that, can be gathered from Call Detail Records (CDRs).

The data used in the example below is the accumulation of all the length of all calls throughout one day in the contact centre.

Total Talk Time: 7 days + 17 hours + 36 minutes + 45 seconds = 668,205 seconds
Total Hold Time: 1 day, 3 hours + 32 minutes + 33 seconds = 99, 153 seconds
Total Wrap Time: 2 days, 7 hours +5 minutes + 6 seconds = 198,306 seconds
Number of Calls Handled: 4311 calls

Average Handling Time = (668,205 + 99,153 + 198,308) ÷ 4,311 = 224 Seconds

If your ACD system produces an average figure for total talk time, total hold time and total wrap time, there is no need to divide the sum of the figures by the number of calls handled.

The Average Handling Time (AHT) GlidePath

The AHT glidepath is the time it takes an agent to reach proficiency in a contact centre. When agents come out of induction training they will typically have a much longer average handling time than when they become fully proficient.

That period could be anywhere from six weeks to three months, possibly even a year in a complex technical area.

The glidepath is the formula that shows that proficiency happening over time and that glidepath is what’s called an exponential decay.

Watch this video to find out more and you can also download a free copy of the spreadsheet.