What is Average Handle Time?

Average handle time is the average amount of time it takes for a customer service employee to respond to a message or handle a call from a customer.

It's an important metric for measuring the efficiency of your customer service team, and it gives you valuable insight into how long your customers are waiting for help.

1. It allows you to measure how long it takes your team to resolve customer issues. This can help you identify issues with training or find ways to be more efficient.

2. It lets you know when a customer's issue needs more attention from your team—for example, if an issue has been open for too long or if the number of people working on a ticket drops off over time.

3. It allows you to see how long different types of issues take your team to resolve. This can help with training and identifying processes that may need improvement.

Average handle time is the average amount of time it takes to resolve a customer's issue or question. For example, if your average handle time is 10 minutes, that means that on average, the customer will be waiting for 10 minutes before they get an answer to their inquiry.