AHT is also called average handle time. For voice calls, NiCE describes a calculation using talk time, hold time and work after the call, divided by the number of calls handled. Digital-channel definitions can differ, so check the included activities before comparing figures across channels. Source: NiCE: Average handle time Source: Genesys: Average handling time

Compare similar types of work

Separate straightforward document requests from complex itinerary changes when reviewing handling time. Record the channel and the activities included. This helps the team understand the work behind the average instead of treating every enquiry as though it required the same effort.

Use the number to investigate

Review unusually long cases for unclear instructions, missing information or difficult handovers. Pair the timing with resolution quality and customer feedback. That gives you a reason to improve a process without encouraging advisers to shorten a conversation at the expense of a correct answer.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.