How to Calculate Average Handle Time (AHT)
Average handle time (AHT) measures how long it takes to resolve a customer interaction from start to finish, including talk time, hold time, and after-call work. It is one of the most scrutinized contact center metrics because it drives staffing requirements, service levels, and cost per contact.
This walkthrough covers the definition, variables, formulas, and step-by-step workflow for AHT. It also links to related metrics such as net promoter score, AI agent escalation coverage, and the IT ticket cost per incident calculator.
Definition and measurement boundary
AHT is the average number of minutes an agent spends handling a customer contact. The standard definition includes talk time, hold time, and after-call work, but excludes idle or available time between contacts. The key is that the numerator and denominator must align: if you include chat, email, or ticket volumes in the count, include their handle minutes in the numerator as well.
Some teams track multiple AHT values, such as inbound calls only or tier-specific queues. That is acceptable as long as each version is clearly labeled and uses a consistent calculation boundary.
Variables, symbols, and units
Use minutes as the shared unit for time inputs and count only handled contacts. If you collect data in seconds, convert to minutes before computing AHT so results remain interpretable.
- T – Total talk time (minutes).
- H – Total hold time (minutes).
- W – After-call work time (minutes).
- C – Handled contacts (count).
- AHT – Average handle time (minutes per contact).
Core formula
Sum the total minutes spent on customer handling, then divide by the number of contacts.
Total handle minutes = T + H + W
AHT = (T + H + W) ÷ C
If total handled minutes are 13,200 and the team handled 1,200 contacts, AHT equals 11.00 minutes per contact. This number can be compared with a target to evaluate staffing efficiency.
Step-by-step calculation workflow
1. Export handling time data
Pull talk, hold, and after-call work totals from your contact center platform for the chosen reporting window. Ensure the same window is used for all components to avoid skewing the average.
2. Verify contact count alignment
Count only contacts that were handled, not abandoned or deflected. If you include digital channels, confirm they are represented both in the time totals and the contact count.
3. Compute total handled minutes
Add talk, hold, and after-call work minutes together. This is your total handled time. Compare it with labor hours to validate that it is reasonable relative to paid time.
4. Divide and benchmark
Divide total handled minutes by contact count to obtain AHT. Benchmark against your target and document whether deviations are caused by training, complexity, or seasonal surges.
Validation and quality checks
Validate AHT by checking for changes in contact mix. A sharp drop in AHT can indicate that complex contacts moved to another queue or that after-call work is underreported. A sudden increase may signal system outages, staffing gaps, or knowledge base issues.
AHT should be compared with first-contact resolution and customer satisfaction. If AHT falls but satisfaction drops, agents may be rushing calls. Keep the metrics together to avoid optimizing the wrong behavior.
Limits and interpretation
AHT is a mean and can hide outliers such as escalations or complex cases. Consider segmenting by contact type or tier, and pair AHT with p90 handle time to understand the long tail. The metric also does not capture quality; a lower AHT is only positive when resolution quality stays high.
Use AHT to inform staffing and scheduling, but avoid setting aggressive targets that undermine compliance or customer outcomes. Balanced scorecards are more robust than AHT alone.
Worked example
A support team logs 4,200 minutes of talk time, 300 minutes of hold time, and 500 minutes of after-call work during a week. They handled 700 contacts. Total handled minutes equal 5,000, so AHT equals 5,000 ÷ 700 = 7.14 minutes per contact. If the target is 8 minutes, the team is 0.86 minutes faster than goal while still resolving the same contact volume.
Embed: Average handle time calculator
Use the calculator to combine talk, hold, and after-call work minutes, then compare AHT to a target for consistent reporting.