Average Handle Time Calculator

Formula

The formula to calculate the average handle time is:

\[ AHT = \frac{TT + HT + ACWT}{C} \]

Where:

AHT is the average handle time (seconds)
TT is the total talk time (seconds)
HT is the total time on hold (seconds)
ACWT is the total time needed after the call (seconds)
C is the total number of calls taken

What is AHT?

AHT, short for average handle time, is a metric used in business to evaluate the response time of a call center. The shorter the AHT, the better the customer service and the better the response time of the center.

Example Calculation

Example 1:

Total Talk Time (TT): 1200 seconds
Total Hold Time (HT): 300 seconds
Total After Call Work Time (ACWT): 200 seconds
Total Number of Calls (C): 10

Step 1: Calculate the average handle time:

\[ AHT = \frac{1200 + 300 + 200}{10} = \frac{1700}{10} = 170 \text{ seconds} \]

Example 2:

Total Talk Time (TT): 1500 seconds
Total Hold Time (HT): 400 seconds
Total After Call Work Time (ACWT): 300 seconds
Total Number of Calls (C): 15

Step 1: Calculate the average handle time:

\[ AHT = \frac{1500 + 400 + 300}{15} = \frac{2200}{15} = 146.67 \text{ seconds} \]