Average Handle Time (AHT) Calculator
The average handle time calculator adds talk, hold and after-contact work time and divides by contacts to give AHT in minutes. Free, no sign-up, instant.
- Free
- No sign-up
- Instant result
- Benchmarks included
Average Handle Time Calculator
Minutes an agent spends per contact, including hold and wrap-up.
How it's calculated
- Definition
- Average handle time (AHT) is the average time an agent spends on one customer contact, from greeting to the end of after-contact work.
- Formula
- AHT = (total talk time + total hold time + total after-contact work) ÷ number of contacts.
- Benchmark
- There's no universal benchmark: AHT depends on channel, product complexity and issue mix. Compare against your own trend per channel. AHT is also the main input for contact-centre staffing models.
Our take
AHT is a planning number, not a performance target. Push agents to lower it and they rush, transfer and close early, and FCR and CSAT drop.
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Customer Support software built for this metric:
Related free calculators
- Customer Support Cost Calculator
Monthly support cost and cost per ticket by channel mix.
- First Contact Resolution (FCR) Calculator
Share of issues solved without a follow-up contact.
Frequently Asked Questions
How do I calculate average handle time?
Add total talk, hold and after-contact work minutes for a period and divide by the number of contacts handled.
Should I reduce average handle time?
Reduce the causes of long contacts (searching for answers, system switching, transfers), not the time itself. Watch FCR alongside AHT.