Average handle time (AHT)
Average handle time (AHT) is a call center metric for how long a call takes on average, including talk time, hold time and after-call work.
Average handle time (AHT) is the average time an operator, or an AI voice agent, spends on a call from start to finish. It covers not only talk time but also the time the caller spends on hold and the after-call work that follows, such as writing notes or updating records. It is one of the core inputs for call center staffing. Read on its own, though, it can be misleading.
How it works
The calculation is simple: total talk, hold and after-call work time for a period, divided by the number of calls handled in that period. Most systems break the figure down by queue, operator and day. Time spent waiting in the queue is usually not part of AHT; that is the time before the caller reaches an operator, and it is tracked separately.
Why it matters
AHT helps you estimate how many operators you need and how long your call queue is likely to get. Turned into a target on its own, it can backfire: operators trying to shave time rush the conversation, the issue stays unresolved and the customer calls back. That is why AHT should always be read alongside first contact resolution.
In Speakline
Speakline's call center reports let you track average handle time. When the AI agent hands a call over, the operator receives it with a call summary, so they do not have to hear the caller's issue again from the beginning. See Call center for details.