Average handling time

AHT is the second half of every staffing calculation. Volume tells you how many contacts arrive. AHT tells you how long each one takes on average.

#The formula

AHT = (talk time + hold time + after-contact work) ÷ number of contacts handled.

An example: 300 seconds of talk, 30 seconds on hold and 60 seconds of wrap-up add up to 390 seconds, or 6.5 minutes per contact.

In chat and messaging the arithmetic is harder. One agent handles several conversations at once, and the customer's pauses are not working time. So define AHT separately for each channel and do not compare it across channels.

#What the number tells you

For forecasting, AHT is indispensable: it determines how many people a given volume needs. When a process changes, AHT changes, and staffing with it.

AHT also varies across the day and the week. Planning with a single annual average misses the mark in many intervals.

Unusual values also point to process problems. Long hold times often mean missing knowledge or awkward systems. Long wrap-up often means too many mandatory fields.

#What it does not tell you

A short AHT is not a sign of quality. Cutting conversations short creates repeat contacts, and so more volume. A longer conversation that resolves the request is often cheaper than two short ones.

Univerx Assist· active

Conversation

AI agent, disclosedHandover from AI agent · context complete

I received the decision letter, but the amount does not match my application.

I have the case in front of me. One moment, I am checking the calculation.

Sentiment: calmVoice

Univerx Assist

Suggested reply

The letter deviates from the application. I will propose a correction and send you the confirmation by message.

InsertAccept

Summary

Request: deviation in the letter. Documents on file. Next step: correction, confirmation by message.

#Where saving time makes sense

After-contact work is the most rewarding place to start. AI assistance drafts summaries that agents check and accept. A well-kept knowledge base shortens hold time because the answer does not have to be hunted down.

In Univerx, Univerx Assist and Univerx Knowledge cover both. Conversation analytics sorts conversations by topic, which shows where time is lost. How to measure without chasing single numbers: Measuring customer experience without vanity metrics.