Average Handling Time (AHT)

Average Handling Time (AHT) is a metric used in call centers and other customer service environments to measure the average amount of time it takes for an agent to handle a customer interaction from start to finish. This includes the time spent on the call, as well as any additional time spent on post-call tasks, such as logging the call or entering information into a system. AHT is calculated by dividing the total amount of time spent on all interactions by the number of interactions handled. It is usually used to evaluate the efficiency and productivity of agents and identify areas where improvements can be made. A lower AHT generally indicates that agents are handling interactions more quickly and efficiently, which can lead to improved customer satisfaction and a higher call-handling capacity.

Further Reading

Contact center computer monitor icon

Government-Grade Security: How T-Metrics Meets FedRAMP, StateRAMP, and JITC Standards

T-Metrics stands out as the only contact center solution meeting the strict security requirements of FedRAMP, StateRAMP, and JITC, essential for protecting sensitive government data.

Contact center computer monitor icon

Revolutionize Your Contact Center with Our Omnichannel Solution: JITC Certified for Over 20 Years

At T-Metrics, we're at the forefront of this mission with our Omnichannel Contact Center Solution. With a distinguished history spanning more than 20 years of JITC certification, we've earned the trust and partnership of over 100 Department of Defense facilities worldwide.

Contact center computer monitor icon

Omnichannel Healthcare and T-Metrics: Transforming Patient Experience

In today's dynamic healthcare landscape, seamless communication is the cornerstone of patient satisfaction. Discover how we're transforming patient interactions, ensuring every touchpoint — from phone calls to social media — is consistent, efficient, and patient-focused. Embrace the future of healthcare communication, where care meets convenience.

General Contact Information

Address

How would you like to chat?

Phone Call

Web Chat

Audio Chat

Video Chat

Our office is staffed from 8am-6pm Eastern. Our On-Call team is available 24/7 for emergencies. If this is an emergency, please call us @ 704-525-5551. If it's not, shoot us an email and we'll respond on the next business day.

Our office is staffed from 8am-6pm Eastern. Our On-Call team is available 24/7 for emergencies, and until 10pm Eastern for non-emergencies. Since it's before 10pm, feel free to give us a call and we'll be happy to help. If you'd rather wait for a reply, shoot us an email and we'll respond on the next business day.

Our office is closed for the holiday. Our On-Call team is available 24/7 for emergencies. If this is an emergency, please call us @ 704-525-5551. If it's not, shoot us an email and we'll respond on the next business day.

Operator headset icon

Phone Call

Web Chat

Audio Chat

Video Chat

+1 704.525.5551

Press 0 for Operator
Press 1 for Sales
Press 2 for Support

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

* required

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

* required

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

* required