What does a high Average Handle Time (AHT) suggest about service requests?

A high Average Handle Time (AHT) indicates that service requests may be complex and require more time for analysts to resolve. This metric reflects the total duration from the initiation of a customer interaction to its conclusion, which includes elements such as the conversation with the customer, any research done, and the documentation of the interaction.

When AHT is elevated, it often points to a scenario where issues are not straightforward. Analysts may need to navigate various challenges, gather additional information, or employ problem-solving skills to address the customer’s needs effectively. This could also imply that the requests involve intricate systems or processes that are not easily resolved in a short period.

While a high AHT could sometimes suggest inefficiencies or workload challenges, it more fundamentally reflects the nature of the service requests being handled. Simple requests would typically yield a lower AHT, indicating that they are quicker to resolve. Thus, a sustained high AHT is more indicative of complexity rather than ease in handling support requests.