Average Handle Time Calculator

Formula

The formula to calculate the Average Handle Time (AHT) is:

\[ AHT = \frac{\sum \text{Handle Times}}{\text{Number of Calls}} \]

Where:

\( AHT \) is the Average Handle Time (in seconds).
\( \sum \text{Handle Times} \) is the total of all handle times.
\( \text{Number of Calls} \) is the total number of calls.

What is Average Handle Time?

Average Handle Time (AHT) is a metric used in call centers to measure the average duration of a transaction, including hold time, talk time, and any follow-up or after-call work.

Example Calculation

Consider an example where the handle times for five calls are:

Handle Times: 120, 150, 180, 200, 240 seconds

Using the formula to calculate the Average Handle Time:

\[ AHT = \frac{120 + 150 + 180 + 200 + 240}{5} = 178 \text{ seconds} \]

This means that the average handle time for this example is 178 seconds.