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.
