Average Handle Time (AHT) Calculator & Formula
Calculate average handle time: (talk + hold + after-call work) ÷ calls handled. Plus agent-hours per month and calls per agent-hour, for staffing. Free.
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AHT = talk + hold + after-call work. Agent-hours = calls × AHT ÷ 60. Nothing you enter leaves your browser.
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Work out your own AHT — start freeAbout this tool
Average handle time gets tracked as one number by the phone system and argued about in every staffing conversation, because talk time, hold time and after-call work each have a different fix and get blamed on each other. A team that looks slow on AHT might have fast calls and slow write-ups, or the reverse, and the phone system's summary rarely says which.
Enter talk time, hold time and after-call work in minutes, and calls per month. It adds the three into AHT, multiplies by call volume to show agent-hours spent a month, and divides the other way to show calls handled per agent-hour — the throughput number a staffing plan actually needs. All three run as one calculation in your browser, with nothing you type sent anywhere.
How to calculate average handle time, worked through
AHT = (total talk time + total hold time + total after-call work) ÷ calls handled Or, from averages: AHT = average talk + average hold + average after-call work 6,000 calls in a month, averaging 4.5 minutes of talk, 0.8 on hold and 1.5 of wrap-up: 4.5 + 0.8 + 1.5 = 6.8 minutes AHT 6,000 × 6.8 ÷ 60 = 680 agent-hours a month 60 ÷ 6.8 = 8.8 calls per agent-hour Use totals for the same period and divide by calls handled, not calls offered: an abandoned call has no handle time and would pull the average down.
What each input means
- 01
Talk time (minutes)
Time actually speaking with the customer, averaged across calls. Your telephony or ACD report has this as its own line, separate from hold and wrap.
- 02
Hold time (minutes)
Time the customer waited on hold during the call — looking something up, transferring, checking with someone. If your system rolls this into talk time, estimate it or use zero and note that AHT here understates the true figure.
- 03
After-call work (minutes)
Wrap-up time after the call ends: notes, tagging, follow-up tasks. This is the component a call transcript summarizer usually cuts first, since it's the one least tied to the conversation itself.
- 04
Calls per month
Total call volume for the period you're measuring AHT over. Use the same month or week as the talk, hold and wrap figures so the agent-hours total is accurate.
Questions about this tool
Add total talk time, total hold time and total after-call work for a period, then divide by the number of calls handled in that period. With averages it's simpler: average talk + average hold + average wrap-up. 4.5 minutes of talk, 0.8 on hold and 1.5 of after-call work is an AHT of 6.8 minutes.