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AHT

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

$$AHT= Ringtime + Talktime + Holdtime + Transfertime + Wrapuptime$$