What is average handle time (AHT)?

AHT measures efficiency, but shorter isn't always better: a rushed call that doesn't solve the problem leads to another call.

For AI voice agents, AHT matters less as a cost measure, because the agent isn't paid by the minute. It is more useful as a quality signal: unusually long calls often point to a confusing step or a missing answer.

See how these ideas come together in Chitti, Manolle's AI voice agent.