Glossary
Average handle time
Definition
Average handle time (AHT) is the mean total time an agent spends on a ticket, including reading, system lookups, replying, and after-work.
AHT counts everything a ticket costs in agent minutes: reading the thread, finding the order in another tab, writing the reply, tagging, and any after-call work. In e-commerce the hidden share is the system-hopping - helpdesk to Shopify to carrier portal and back.
AHT is a cost metric, not a quality metric. Driving it down by rushing agents backfires; driving it down by removing lookups and repetitive tickets does not.
Why it matters
AHT times ticket volume is your support payroll. The repetitive half of e-commerce volume (order status, returns, cancellations) has high AHT relative to its difficulty precisely because of the tab-switching - which is why automating it moves the cost line so much.
How Resolvo HQ approaches it
Resolvo HQ removes the lookup work entirely: it reads the live order itself, acts on it, and answers with citations. Tickets it cannot finish arrive at your team pre-investigated - intent classified, order attached, draft ready - so even escalations cost fewer minutes.
Frequently asked
Is a low AHT always good?+
No. A low AHT from canned one-liners that do not resolve anything just creates reopens. Pair AHT with resolution rate and CSAT before celebrating it.
How does AI actually reduce AHT for human agents?+
Two ways: it removes the repetitive tickets from the queue entirely, and it hands over the remainder with the investigation already done - order pulled, intent labeled, suggested reply drafted.
See it on your own tickets
Replay real tickets in a sandbox and watch the agent resolve them before you pay.