Glossary
Average handle time (AHT)
The average time an agent spends actively working on a single ticket, including reply and lookup time.
Average handle time measures the average time an agent spends actively working on a single ticket, including reply time, lookup time, and any internal collaboration. AHT excludes time spent waiting on the customer, which separates it from resolution time. Healthy ranges depend heavily on ticket type: simple status questions land under 5 minutes, technical troubleshooting can run 30 minutes or more. AI Copilot reduces AHT directly by drafting replies and summarizing long threads. Be cautious about optimizing AHT in isolation, since it can incentivize cutting conversations short rather than fully resolving the issue.
Related terms
- AI Copilot: An AI surface that assists human agents by drafting replies, summarizing threads, and suggesting next steps.
- First response time (FRT): The elapsed time between a customer's first message and the first reply, whether from AI or a human agent.
- Resolution time: The total elapsed time from a ticket being opened to being marked resolved, including wait periods.