What is Average Handle Time (AHT)?

Average handle time (AHT) is the mean total duration of an interaction — talk time plus hold time plus after-call work. It is a core efficiency and capacity-planning metric.

AHT must be balanced against quality: pushing AHT down too hard can hurt FCR and CSAT as agents rush. The goal is efficient resolution, not just short calls.

QA can detect when low handle times correlate with poor outcomes — for example, suspiciously short calls scoring full marks — which is a signal to verify the evaluation or the behaviour.