What is Average Handle Time (AHT)?
The average duration of a customer interaction, including after-call work.
AHT is a core efficiency metric. Agent-assist overlays commonly cut AHT 15–30% in the first weeks by surfacing answers and automating after-call work.
Related terms
First Contact Resolution (FCR)
The % of issues resolved in a single interaction.
Agent Assist
Real-time AI guidance surfaced to a human agent mid-conversation.
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