Average Handle Time (AHT)

Average Handle Time (AHT) measures the average total time needed to handle a customer inquiry, including conversation time, research, and any after-call work. It's a classic call center efficiency metric, now widely applied across all channels.

A lower AHT isn't always better: too much focus on speed can hurt quality. The best teams balance AHT against CSAT and FCR, so speed never comes at the expense of a good resolution.

Bugalou's dashboard shows AHT per agent and per channel, so you can spot bottlenecks — like conversations dragging on due to missing customer context — and act on them.