Average Handle Time (AHT)
Definition of
Average Handle Time (AHT)
Average Handle Time (AHT) measures average inbound call handle seconds including talk, hold, and wrap time. Talk time is defined as the duration an actual agent spoke with the customer. Hold time is the total time an agent placed the customer on hold while on the call. After Call work, also known as Wrap is the amount of time an agent spends completing documentation and getting ready to take a new call.
Related Terms
Related Services
Related Industries
Stay in the Loop!
Related Content
Scalable Content Moderation Services for Social Platforms: Best Practices
Scalable content moderation services help social platforms review, filter, and manage user-generated content as content volume grows.
How AI Is Changing the Human Side of Customer Support
With AI and automation now part of everyday support structures, the role of humans, and the nature of the work they handle, has evolved dramatically.
Online Community Moderation: How Communities Handle Content Moderation
A community without a moderation system is like a dinner party without a host. Most people are there to have fun, but with no one watching, some get carried away.
SaaS: What’s the role of Humans in Customer Service in 2025
AI is transforming SaaS customer service, but humans remain essential for sensitive cases and personalization. Discover how to optimize both for the best user experience.
How We Are Obsessed About Data Quality and Why
We understand the importance of reliable data quality for training datasets and precision in moderating user-generated content. Learn how we apply rigorous QA in all our processes.
Our Managed Services Model
Learn how our managed services are designed to shoulder all operational responsibilities, offering clients streamlined, process-based operations under a flat monthly fee, allowing them to focus on growth.