AHT (average handle time)

AHT is the average time an agent spends on one request from start of work to closing.

The metric helps plan staffing: knowing AHT and incoming volume you can calculate how many people a shift needs.

Chasing the lowest AHT is dangerous: agents start closing requests in a hurry. Read the metric together with FCR and CSAT.

Reply templates, a knowledge base and automation of routine actions cut AHT without losing quality.