# How to Calculate The Average Handling Time in Excel – 2 Easy Methods

## What is the Average Handling Time?

The Average Handling Time or AHT is the time taken by an employee to help a customer.

## Parameters of Average Handling Time

There are four parameters to calculate average handling time: Talk Time, Hold Time, After Call Task, and Number of Calls.

## Equation of Average Handling Time

To find the average handling time of an employee, sum the total talk time, total hold time, and total after-call task time. Then, divide it by the number of calls.

`=Average Handling Time=(Total Talk Time+Total Hold Time+Total After Call Task Time)/Number of Calls`

### Method 1 – Calculating the Average Handling Time with a Formula in Excel

The sample dataset contains information on the Number of Calls, Talk Time, Hold Time, After Call Task time of employees in a call center.

To calculate the Average Handling Time:

STEPS:

• Select G5.
• Enter the formula:
`=SUM(D5:F5)/C5`

• Press Enter to see John’s average handling time.

The SUM Function sums the talk time, hold time and after-call task time. The result is divided by the number of calls to find the AHT.

• Drag down the Fill Handle to see the result in the rest of the cells.

• This is the output.

### Method 2 – Finding the Average Handling Time Manually in Excel

STEPS:

• Select G5.
• Enter the formula:
`=(D5+E5+F5)/C5`

• Press Enter to see the result.

The formula addsÂ D5, E5 & F5 and divides the result by C5.

• Drag down the Fill Handle to see the result in the rest of the cells.

• This is the output.

## Benefits of the Average Handling Time in Excel

Average Handling Time is used as a metric to evaluate both customer satisfaction and employee performance.

## Related Articles

<< Go Back to Calculate Average Time | Calculate Time | Date-Time in Excel | Learn Excel

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Mursalin Ibne Salehin

Mursalin Ibne Salehin holds a BSc in Electrical and Electronics Engineering from Bangladesh University of Engineering and Technology. Over the past 2 years, he has actively contributed to the ExcelDemy project, where he authored over 150 articles. He has also led a team with content development works. Currently, he is working as a Reviewer in the ExcelDemy Project. He likes using and learning about Microsoft Office, especially Excel. He is interested in data analysis with Excel, machine learning,... Read Full Bio

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