Average handle time (AHT) is the average duration of a complete customer interaction, including talk or chat time plus any after-contact work such as notes and follow-up tasks. It is a core support efficiency metric, typically reported in minutes per contact.
AHT is calculated by adding total handle time across interactions and dividing by the number of interactions. It helps with staffing and capacity planning, but on its own it is a blunt instrument. Pushing AHT down can backfire if agents rush and the issue reopens, which is why AHT is most useful read alongside quality metrics like FCR and CSAT, not in isolation.
AHT vs average resolution time at a glance
| Dimension | AHT | Average resolution time |
|---|---|---|
| Clock starts | when an agent engages the contact | when the issue is opened |
| Clock stops | when after-contact work is done | when the issue is fully resolved |
| What it includes | talk or chat time plus wrap-up | every touch, wait, and handoff |
| What gaming looks like | rushed replies that trigger repeat contacts | quick closes that soon reopen |
AHT is a standard contact-center metric, not an Aide-owned term. Aide, the agentic AI platform for customer experience, treats time saved as a byproduct of resolving the right intents well, not as the goal itself. The view is that automation should remove whole categories of repetitive contacts, shrinking the queue, rather than shaving seconds off interactions that still end in a repeat contact.
Automation that would shave minutes ships only after it has been proven against real past conversations, so faster never means sloppier. And the time it frees goes into deeper work on the harder intents, not into a thinner team.