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Glossary

Average Handle Time (AHT)

TTEC | Glossary | Average Handle Time (AHT)

What is Average Handle Time (AHT)?

Average Handle Time or AHT is a metric used in contact centers to measure the average duration of one transaction. It usually starts from the customer beginning the interaction and covers hold time, talk time, and any other related tasks during the conversation. Average Handle Time is a key factor when choosing contact center staffing tiers.