Definition
The average duration of a customer support call or chat session, including hold times and administrative work.
Cite this definition
"AHT (Average Handle Time)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/AHT
Business Importance
Helps balance agent productivity with high customer service standards.
Industry Examples
A support agent spending 4 minutes on a call and 1 minute updating files, resulting in a 5-minute AHT.
Related Terms
Related Service
How Infusion BI delivers this:
Customer Experience (CX)
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