Metrics & KPIs

Average Handle Time (AHT)

/ average-handle-time-aht /

The average duration of a customer interaction, including talk and hold time. A core efficiency metric for both human and AI agents.

Why it matters

AHT ties agent behavior to cost and customer patience. Simulations that measure it catch verbose prompts and slow tool calls before they inflate every production call.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

First Notice of Loss (FNOL)

‹ Automatic Speech Recognition (ASR)

Average Speed of Answer (ASA) ›

Average Handle Time (AHT)

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