Average Handle Time (AHT) Calculator

Calculate average handle time by dividing total talk, hold, and after-call work minutes by handled contacts and compare to a target.

Sum of talk time across all handled contacts in minutes.
Total customer hold time for the same contacts, in minutes.
Wrap-up and documentation time in minutes.
Number of calls, chats, or tickets handled in the period.
Optional benchmark. Defaults to 8 minutes if left blank.

AHT alone does not measure quality; combine it with customer satisfaction and first-contact resolution metrics.

Examples

  • Talk 9,600 min, hold 1,200 min, after-call work 2,400 min, 1,200 contacts, target 8 min ⇒ Average handle time (AHT): 11.00 minutes per contact. Total handled minutes: 13,200.00. Target: 8.00 minutes. Gap: +3.00 minutes vs target.
  • Talk 4,200 min, hold 300 min, after-call work 500 min, 700 contacts, target 8 min ⇒ Average handle time (AHT): 7.14 minutes per contact. Total handled minutes: 5,000.00. Target: 8.00 minutes. Gap: −0.86 minutes vs target.

FAQ

Should transfers be counted as new contacts?

Most teams count each handled contact once, even if it transfers, but ensure the same rule is used for both minutes and contact counts.

Does AHT include time waiting for customer responses?

Include hold time or wrap-up time as captured in your system logs so the total reflects the real labor required.

How should I use AHT with staffing?

Pair AHT with contact volume forecasts and shrinkage assumptions to estimate staffing needs and schedule coverage.

Additional Information

  • AHT includes talk, hold, and after-call work time divided by handled contacts.
  • Use minutes consistently across every input and reporting period.
  • If the target field is blank, the calculator assumes an 8-minute benchmark.

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