Average Handle Time Chat represents the average amount of time an agent spends on each chat they open. Handle Time is calculated by adding up the total time spent against all chats within a given reporting period and dividing that by the number of chats an agent opened within that period.
Formula: Total Chat time / # of chats served = Average Handle Time Chat
- John Doe opens chat #111 and spends 10 minutes on it.
- John Doe opens chat #112 and spends 5 minutes on it.
John Doe total time spent on chat is 15 minutes. During that time, John opened 2 chats. Thus, Johns average handle time is 7.5 minutes.