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Average Handling Time:
  1. The average handle time that is needed to handle 1 quantity of work, usually a call, an email or a chat.
  2. Handling Time and Average Handling Time are two different concepts
  3. The AHT for calls is often calculated over the following PABX metrics

\(AHT= Ringtime + Talktime + Holdtime + Transfertime + Wrapuptime\)

» WFM Glossary