Cisco defines average handle time as the mean call duration over a period; it is the sum of handling-time types such as call treatment time for self-service calls or talk time for agent calls.
Checked 2026-09-25
- Vendor
- Cisco
- Product
- Unified Contact Center Enterprise
- Subsystem
- traffic engineering terminology
- Deployment
- on-premises
- Region
- not restricted
- Release range
- 15.0(1)
- Checked
- 2026-09-25
Sources
- Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) - Sizing and Operating Conditions for Reference Designs — Cisco Systems · tier 2 current vendor documentation · Contact Center Traffic Terminology > Average Handle Time (AHT)
Cite this note
APA
WarmTransfer. (2026, September 25). Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-aht-definition. WarmTransfer. https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-aht-definition
BibTeX
@misc{warmtransfer-claim-erlang-traffic-engineering-aht-definition,
title = {Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-aht-definition},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-aht-definition},
note = {Source note erlang-traffic-engineering-aht-definition, checked 2026-09-25}
}