How to calculate AHT manually

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team lead


How to calculate AHT manually
Hello Team,
Could someone please explain how to calculate AHT manually.

Thanks and Regards,
Reshma Donti

WFM & Business Telephony Manager

Healthcare Insurance

Not sure I understand the question.

AHT = Average Handle time.

Talk time + After work time.

More details in this article



team lead


Hi Dave
Thank you for responding,I want to know the formula to calculate AHT with the metrice we get from ACD. Can you please help?


Planning Manager


How to calculate AHT manually
The below metrics should all be available in your ACD

(Total_Talk_time + Total_ACW_time + total In_Hold time)/Calls Handled.

This will reflect the time to process one Customer.

WFM & Business Telephony Manager

Healthcare Insurance

Yep... Assuming they use those and no for example 'not ready' AHT whilst nominally a very objective measure can sometimes turn into a subjective mess dependant on who's...

a) Defining what AHT consists of for the company

b) Who's being measured by it

c) Who's targeted on reducing it.

d) Who's bonus depends on it....

Oh if I had £1 for every definition of an Abandoned call I'd have err...£12.50... Seriously, people will try and define in the best light.



marketing executive



Can anyone tell me what is the use of AHT, as i am not able to understand.



WFM & Business Telephony Manager

Healthcare Insurance


AHT (Average Handle Time) is a core and key measure for
any contact centre planning system.

It tells you how long a call / item takes to deal with, NOT
just the talk time. Effectivly, it's how long an agent is
working and therefore unable to deal with a new 'item'.

If you do not know this you cannot plan effectivly.

Some centres use it as a personal agent target as well
although this is normally deemed a 'bad thing' as it
can force the agent into speed rather than service.

Hope it helps



Lean Process Consultant

Worth Solutions Limited

Second that
I would second Dave's post that AHT is essential for planning but misused for targeting agents. I would go further and say that I don't think an agent should even know their own AHT. They don't need to.


Sr.Manager -Workforce management

American Express

Hi Reshma,

as Michael correctly said its (total talk time + total ACW time + total time on hold)/ calls handled.

AHT is the most important "effeciency" metric that drives the service performance.

You may also want to understand a bit more about weighted AHTs since most of the time "performance evaluators" have tendency to take avegrage of AHT for a period, that would be incorrect.

Let me know if you need more clarifications

AHT (average handlin...
AHT (average handling time can be obtained by
total incoming calls number divided by total time of incoming calls for example
agent received 281 calls (incoming calls only )in 15h 20m 30sec first of all convert hours and minutes to seconds will be equal 55230 sec divided by 281(number of incoming calls ) will be equal 196.54 sec


Call Centre Helper

We have also written...
We have also written a comprehensive guide on the subject. It gives guidance on what should be included and excluded.

How to measure Average Handling Time AHT.

How to caluculate AH...
How to caluculate AHT for Outbound agents from ACD?


Call Centre Helper

It's the same formu...
It's the same formula as in this article

From memory this comes off the Agent Split/Skill reports.

Average Handle Time ...
Average Handle Time (AHT) is how long it takes a agent to complete a certain task and help customer reach a resolution.

(Total Talk Time + Total Hold Time + Total after Call Work) ÷ Number of Calls = AHT

Improve the AHT:-
agent training process
Recording & monitoring calls
Call routing
Using a knowledge base
Use an internal communication system
Ensure customer information is always up to date

Assess employee performance
Determine staffing needs
Plan effectively
Reduce costs & increase revenue


Is there an option to calculate it manually and display in gadget in Finesse?
I want to build a gadget which should calculate the AHT and display it in the Finesse screen without any DB interaction without CUIC integration.
Is there any option the API to calculate it ?


Call Centre Helper

You would need some for of real time or interval feed
I'm not sure which system you are trying to use but I would check if there is an API or typically some way of getting a report emailed every half hour.

For the calculations this article may be of use

I want to build a ga...
I want to build a gadget which should calculate the AHT and display it in the Finesse screen without any DB interaction without CUIC integration.
Is there any option the API to calculate it ?


Call Centre Helper

You would need to look at the Finesse API
I doubt if you would get an answer for such a product specific question on this forum. You would need to look at the Finesse API.

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