Average Handle Time (AHT) (متوسط وقت المعالجة)
Average Handle Time (AHT) is the average duration of a customer interaction, from answer to wrap-up, including talk time, hold time, and after-call work. Lower AHT with maintained quality means more efficient service, and AI reduces it by resolving routine requests instantly.
In Iraqi dialect
گد ايش تاخذ المكالمة وكت من أولها لآخرها
In detail
AHT is a core efficiency metric. It is calculated as total talk time plus hold time plus after-call work, divided by the number of handled contacts. A high AHT can signal unclear processes, poor knowledge access, or system friction — but pushing it too low can hurt quality, so it must be balanced with first-call resolution and satisfaction. AI attacks AHT from every angle: answering common questions instantly, surfacing the right information to agents, automating post-call notes, and handling entire routine calls without a human. Tracking AHT by topic reveals exactly where time is being lost.
Practical example
Automating post-call summaries cut the team's average handle time by 40 seconds per contact.
Frequently asked questions
How do you calculate average handle time?
Add total talk time, hold time, and after-call work, then divide by the number of handled interactions.
Is a lower AHT always better?
Not alone — it must be balanced with resolution quality and satisfaction, or agents may rush and create repeat calls.
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