What Is Average Handling Time (AHT)? Related Articles How to Measure Average Handling Time (AHT) 32 Tips for Reducing Average Handling Time (AHT) How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) 29 Tips for Improving Average Handling Time (AHT) © erika8213 - Adobe Stock - 126836354 1,229 Filed under - Definitions, Average Handling Time (AHT) AHT is the amount of time it takes an agent to deal with all aspects of a call – it includes talk time plus After-Call Work (ACW). Average Handling Time is a key metric in any contact centre or BPO, as it dictates your Calls Per Hour (CPH) rate. So how do you measure it? The Average Handling Time (AHT) Formula The formula for calculating AHT is as follows: Wrap-up time may also be known as Wrap Time or After-Call Work time. Worked Example All of the following data can be pulled from the contact centre’s Automated Call Distribution (ACD) system or, failing that, can be gathered from Call Detail Records (CDRs). The data used in the example below is the accumulation of all the length of all calls throughout one day in the contact centre. Total Talk Time: 7 days + 17 hours + 36 minutes + 45 seconds = 668,205 seconds Total Hold Time: 1 day, 3 hours + 32 minutes + 33 seconds = 99, 153 seconds Total Wrap Time: 2 days, 7 hours +5 minutes + 6 seconds = 198,306 seconds Number of Calls Handled: 4311 calls If your ACD system produces an average figure for total talk time, total hold time and total wrap time, there is no need to divide the sum of the figures by the number of calls handled. Author: Rachael Trickey Published On: 10th Jun 2022 - Last modified: 5th Apr 2023 Read more about - Definitions, Average Handling Time (AHT) Recommended Articles How to Measure Average Handling Time (AHT) 32 Tips for Reducing Average Handling Time (AHT) How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT) 29 Tips for Improving Average Handling Time (AHT) 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