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

noun

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.