# What is Average Handle Time (AHT)?

What is Average Handle Time (AHT)? The average time an agent spends on an inquiry: talk time + after-call work.

## How it works in practice

AHT measures service-agent efficiency. Low AHT means an efficient agent. High AHT can mean a complex customer, an undertrained agent, or missing information. But AHT that's too low can signal a 'quick close' without real resolution (FCR falls).

## Related metrics

- FCR — a tradeoff: low AHT vs high FCR
- CSAT — AHT that's too high lowers CSAT (the customer waits)
- Agent Productivity — AHT is a productivity metric
- Helpdesk — AHT is calculated in the helpdesk

## Common misconception

'Low AHT means good service.' No. An agent who closes tickets fast but with low FCR costs more in the end (repeat inquiries doubled). The balance: reasonable AHT plus high FCR. Don't try to cut AHT without also checking FCR.

## How to fix it

High AHT? (1) Analyze long tickets — recurring topics? → macros + templates, (2) a complete knowledge base — an agent searching for info means high AHT, (3) Shopify/WooCommerce integration with your helpdesk — an agent sees the order immediately ← lower AHT, (4) AI suggestions — Gorgias AI suggests responses ← AHT drops 30%.

## Real-world example

Skincare store: AHT 12 minutes. Analysis: 40% of the time was agents searching for order info. Shopify → Gorgias integration: agents see all orders, tracking, and history in a side panel. AHT dropped to 6 minutes. Doubled capacity with no new hires.

## Where to start

Measure AHT weekly by agent and by category. An agent with AHT 2x the average needs coaching. A category with high AHT needs an FAQ/macro. Target: under 8 minutes for chat.

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Category: Customer Experience · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/average-handle-time-aht