AHT isn’t just a metric — it’s a pulse.
When it’s steady, your operation flows.
When it spikes, everything bleeds: cost, efficiency, and profit.

Average Handle Time (AHT) measures how long it takes your agents to complete an interaction — but what it really reveals is how healthy your business truly is.

If your AHT hides in Cost of Sales, you’re losing time per transaction.
If it lives in Overhead, you’re burning money on inefficiency.

Left unchecked, AHT quietly eats margins from the inside out.
Every extra second compounds into wasted hours, overstaffing, and a profit line that slowly suffocates.

Control it — and your P&L breathes again.
Ignore it — and it becomes the infection you never saw coming.