What is average handle time (AHT)?
Average handle time (AHT) is the average length of a call from start to finish, including talk time, hold time and the follow-up work after it.
How it is calculated
AHT = (total talk time + total hold time + total after-call work) / number of calls handled.
For example, if a rep spent 300 minutes talking, 20 minutes with callers on hold and 80 minutes on notes across 50 calls, their AHT is 8 minutes. The figures are only an illustration; what counts as a normal AHT depends entirely on the type of call.
Why it matters for sales teams
AHT comes from support and call center work, where it drives staffing. A center that knows its AHT and expected call volume can plan how many agents it needs each hour.
In outbound sales it is a weaker target. A long call with a qualified buyer is good news, and pushing reps to shorten calls can cost meetings. A sales team can still learn from AHT: if after-call work takes up a large part of it, reps are spending time on admin that a CRM dialer or an AI call summary could reduce.
AHT vs talk time
Talk time counts only the time spent in conversation. AHT adds hold time and wrap-up work on top.