Average Handle Time (AHT)
What it is
Average handle time measures the total active time spent on tickets divided by the number of tickets handled. It usually includes reading, researching, replying, and after-ticket work like notes and tagging.
Why it matters
AHT drives staffing math. On technical supportTechnical SupportSupport for products where answers depend on code, config, and system behavior. teams, it's dominated by research time: finding the right log, the right account setting, or the engineer who knows. Cutting research cuts AHT without rushing customers.
Best practices
- Segment by ticket type – A password reset and an API failure shouldn't share a target.
- Don't optimize it alone – Pair AHT with CSATCustomer Satisfaction Score (CSAT)The share of customers who rate a support interaction as good after it closes. and reopen rateReopen RateThe share of solved tickets customers reopen because the issue wasn't fixed. so speed doesn't come at the cost of quality.
- Find the research tax – Track how much of each ticket is spent gathering context. That's the part automation removes.
How Decimal helps
Decimal hands agents a pre-investigated ticket with the relevant evidence attached, so the time goes to the customer, not to digging.