Average Handle Time (AHT) or Average Problem Resolution Time (APRT)

noun

What is Average Handle Time (AHT)?

Average Handle Time (AHT) is the length of time from ticket initiation to full resolution; average time taken by an agent to resolve customer queries. Measuring on a per-agent basis allows for insight on which agents are taking longer to solve tickets. AHT/APRT will vary depending on the complexity of the customer service issue and the ratio of available agents to queued tickets in the measured time frame.