average handle time (call procedure) (AHT)

The average handle time (AHT) is a key figure for call agents in call centers.

The AHT time is the average amount of time a call agent needs to talk to a prospect. The time span from which the call is initiated is used. Speech times, speech pauses, hold times and the working time for subsequent notes are included. The Average Handling Time is used as a criterion for personnel selection.