This is a critical measure for call centre owners that are planning a high-performing system. The crux of AHT or average handle time is its ability to tell how long it will take to handle a new task. In quantified terms, AHT is measured by finding out hold time, admin tasks, follow up, etc. for a single call. Call centre owners typically find out this metric to assess the performance of agents. Supervisors can simply see this metric and find out how well or badly agents are performing their work.
Average handle time = (total talk time + total hold time +total after call operations)/total number of calls