What is AHT (Average Handle Time)?
The average time a human spends on a conversation. A legacy metric that rises, by design, once AI takes the easy work.
AHT, or Average Handle Time, is the average duration a human agent spends resolving a conversation. AHT is a legacy metric that breaks in an AI-first model.
When the AI handles the high-volume, simple queries, human agents are left with the edge cases and emotionally charged issues, so their AHT naturally rises. In this context, rising AHT is a sign of impact, not inefficiency.
See it on SupportWire
Related terms
- Resolution rate The share of conversations an AI agent fully closes on its own. The most honest measure of whether your AI actually solves problems.
- Involvement rate How much of your inbound support volume the AI agent touches, whatever the outcome. A measure of footprint.
- Automation rate Resolution rate times involvement rate. The single number that ties AI impact to cost and capacity.
- Deflection rate Conversations that never reached a human. A legacy metric that mistakes silence for success.