Average Handle Time

Average Handle Time (AHT) is an important historical metric in Amazon Connect that measures the average duration of a contact from start to finish when connected with an agent. The calculation of AHT includes several components:

1. Talk time: The time the agent spends talking with the customer.
2. Hold time: Any time the customer is placed on hold during the interaction.
3. After Contact Work (ACW) time: The time the agent spends wrapping up tasks related to the contact after the conversation has ended.
4. Custom status time: Any time spent in custom statuses related to the contact.
5. Agent pause duration: This applies specifically to tasks and represents any pauses during task handling.

AHT is calculated by averaging the total time between when an agent answers a contact and when all work related to that contact is completed. This metric applies to both inbound and outbound calls.

It's important to note that AHT is a contact record-driven metric, meaning it's based on completed contacts rather than real-time agent activities. When viewing AHT in historical reports, the metric will reflect the average time for contacts that were handled during the specified reporting period.

Understanding AHT can help contact center managers assess agent efficiency and identify areas for improvement in handling customer interactions. However, it should be considered alongside other metrics for a comprehensive view of contact center performance.
Sources
Historical metrics definitions in Amazon Connect - Amazon Connect
Historical metrics reports in Amazon Connect - Amazon Connect
Real-time metrics definitions in Amazon Connect - Amazon Connect