AHT (Average Handle Time) Calculator

Total Talk Time (in seconds):

Total Hold Time (in seconds):

Total Time Needed After Call (in seconds):

Number of Calls:

Calculate AHT

Average Handle Time (AHT): seconds

 

Introduction

Average Handle Time (AHT) is a crucial metric in customer service, as it measures the average time it takes for a customer service agent to handle a customer call or interaction. Monitoring and optimizing AHT is essential for improving customer service efficiency. In this article, we will guide you on how to create an AHT calculator using HTML code, making it easy to calculate AHT for your customer service team.

How to Use

To create an AHT calculator, follow these steps:

1. Create an HTML form to input the required data.
2. Implement a JavaScript function to calculate AHT using the provided formula.
3. Display the calculated AHT to the user.

Formula

The formula to calculate AHT is:

AHT = (TT + HT + ACWT) / C

Where:

• TT: Total Talk Time
• HT: Total Hold Time
• ACWT: Total Time Needed After Call
• C: Number of Calls

Example

Suppose you have the following data for a customer service team:

• Total Talk Time (TT) for all calls: 1800 seconds
• Total Hold Time (HT) for all calls: 600 seconds
• Total Time Needed After Call (ACWT) for all calls: 300 seconds
• Number of Calls (C): 20

Now, let’s calculate the Average Handle Time (AHT) using the AHT calculator:

1. Input the data into the calculator:

• Total Talk Time (TT): 1800 seconds
• Total Hold Time (HT): 600 seconds
• Total Time Needed After Call (ACWT): 300 seconds
• Number of Calls (C): 20

2. Click the “Calculate AHT” button.
3. The calculator will perform the AHT calculation using the formula:

AHT = (TT + HT + ACWT) / C AHT = (1800 + 600 + 300) / 20 AHT = 2700 / 20 AHT = 135 seconds

The Average Handle Time (AHT) for this customer service team is 135 seconds. This means that, on average, it takes 135 seconds for a customer service agent to handle a call, including talk time, hold time, and post-call work time.

FAQs

Q1: What is Average Handle Time (AHT)?

A1: AHT is a metric in customer service that measures the average time it takes for a customer service agent to handle a customer call or interaction, including talk time, hold time, and post-call work time.

Q2: Why is AHT important in customer service?

A2: AHT is important because it reflects the efficiency of customer service operations. Monitoring and optimizing AHT can lead to improved customer service and cost savings.

Conclusion

Creating an AHT calculator with HTML and JavaScript is a practical way to calculate and monitor your customer service team’s efficiency. By using the provided formula and the example code, you can easily calculate AHT and make informed decisions to enhance your customer service operations. Start using the AHT calculator today to measure and improve your customer service performance.