Overview
Average duration of a call from start to finish.
Why it matters
Traditional metric being redefined for AI agents.
How it works
Average Handle Time (AHT) works by processing voice data through multiple stages of the AI pipeline, from recognition through understanding to response generation.
Common issues
Organizations implementing Average Handle Time (AHT) frequently encounter configuration challenges, edge case handling, and maintaining consistency across different caller scenarios. Issues often arise from inadequate testing, poor prompt engineering, or misaligned expectations. Automated testing and monitoring can help identify these issues before they impact production callers.
Implementation guide
Monitor AHT patterns: identify outliers with excessive duration, correlate AHT with task complexity, optimize conversation flow to reduce AHT, and balance efficiency with task completion.