What Is Average Handling Time and How Do You Measure It? Related Articles How to Measure Average Handling Time (AHT) 32 Tips for Reducing Average Handling Time (AHT) Is It Time to Retire Average Handling Time? Why Average Handling Time Is Your Secret Weapon 584 Filed under - Video, Average Handling Time (AHT), Ben Booth, MaxContact, Videos Ben Booth at MaxContact defines Average Handling Time (AHT) and explains how contact centres can measure it. What Is Average Handling Time and How Do You Measure It? Ben Booth So there are now two average handling times we are seeing in the industry. There is a user, i.e. the agent’s average handling time, but more frequently now we are seeing the case handling time. So, handling time is typically done from the moment the interaction was passed through to a user until they end that interaction. However, it can also include after-call work, which is always the debate. Then there is the case, or ticket, average handling time, and that’s the whole customer journey. So, if I receive an interaction, and I transfer that interaction to another colleague, then the average handling time of the customer journey would be tracked that way as opposed to an individual’s average handling time. If you are looking for more great video insights from the experts, check these out these videos next: Five Steps to Map Customer Journeys The Different Types of Dialler Explained What Is Customer Experience (CX)? Author: Ben Booth Reviewed by: Robyn Coppell Published On: 13th Dec 2022 - Last modified: 20th Nov 2023 Read more about - Video, Average Handling Time (AHT), Ben Booth, MaxContact, Videos Recommended Articles How to Measure Average Handling Time (AHT) 32 Tips for Reducing Average Handling Time (AHT) Is It Time to Retire Average Handling Time? Why Average Handling Time Is Your Secret Weapon Related Reports Download: The Top Contact Centre Challenges and How to Solve Them eBook: The Impact of AI on the Contact Centre Report: The Evolving Contact Centre Landscape Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter