Metrics
What is AHT (Average Handle Time)?
AHT, or average handle time, is the mean duration of a customer interaction including talk time, hold time and after-call work.
It is the traditional call-centre efficiency metric, and a misleading one in isolation: lowering AHT by rushing callers reduces first call resolution and drives repeat calls. AI voice agents change its shape rather than just its value, because after-call work — notes, CRM entry — drops to zero.
For AI agents the interesting figure is not AHT but concurrency — an agent runs many calls in parallel, so throughput stops being a function of headcount.
What is AHT (Average Handle Time)?
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AHT, or average handle time, is the mean duration of a customer interaction including talk time, hold time and after-call work. It is the traditional call-centre efficiency metric, and a misleading one in isolation: lowering AHT by rushing callers reduces first call resolution and drives repeat calls. AI voice agents change its shape rather than just its value, because after-call work — notes, CRM entry — drops to zero.
Why does AHT (Average Handle Time) matter?
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For AI agents the interesting figure is not AHT but concurrency — an agent runs many calls in parallel, so throughput stops being a function of headcount.
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