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.

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:

• 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.

Read More: How to Calculate Average Response Time in Excel

Method 2 – Finding the Average Handling Time Manually in Excel

STEPS:

• Select G5.
• Enter the formula:

• Press Enter to see the result.

The formula adds 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.

Read More: How to Calculate Average Turnaround Time in Excel

Benefits of the Average Handling Time in Excel

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

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