AHT (Average Handle Time)
Talk time + hold time + wrap-up. The standard call-center efficiency metric.
AHT = Average Handle Time. Total time per call from connect to next-available state:
AHT = talk_time + hold_time + wrap_up_time
Used to size staffing, set agent SLAs, project campaign throughput.
Typical ranges
| Vertical | AHT | | ------------------------ | --------- | | Outbound B2C sales | 3-5 min | | B2B prospecting | 8-15 min | | Customer support inbound | 6-10 min | | Insurance enrollment | 15-25 min | | Collections | 4-8 min |
In VICIdial
Pull from the Daily Stats report. Each disposition logs talk + wrap. Sum + average per agent or per campaign.