What is average handle time (AHT)?

Average handle time (AHT) is a call center metric that measures the average total time spent handling a customer interaction. It typically includes talk time, hold time, and after-call work (ACW). AHT is used to evaluate agent efficiency and operational performance. While lower AHT can indicate faster handling, it must be balanced with service quality and customer satisfaction. It is also an important input for staffing and workforce planning.