Average handle time (AHT) is the standard measure of how long a call takes to deal with, from the moment the agent picks up until they are ready for the next one.
AHT = (total talk time + total hold time + total after-call work) ÷ calls handled
For example, 100 calls with 380 minutes of talk, 20 minutes of hold and 100 minutes of wrap-up give an AHT of 500 ÷ 100 = 5 minutes.
AHT is used for staffing (how many agents a forecast call volume needs) and for coaching. Use it with care as a target: pushing it down too hard leads to rushed calls, repeat contacts and incomplete notes. Compare AHT within the same campaign or queue, because a sales call and a billing question are not comparable.
OVOKY agent reports show AHT per agent, alongside talk time and occupancy.