Shopify Ops Glossary
Handle Time (AHT — Average Handle Time)
The average time an agent spends resolving a single support ticket.
Definition
Average Handle Time (AHT) includes the time spent actively working on a ticket, waiting for customer response, and any post-interaction work (notes, processing). It is the primary driver of ops labor cost.
Why It Matters for Shopify Brands
Reducing handle time through better tools, templates, and processes directly reduces ops cost. A 2-minute reduction in AHT across 1,000 monthly tickets saves 33 agent-hours per month.
Benchmarks
Email handle time varies by complexity: simple tickets 3–5 minutes, complex returns and disputes 10–20 minutes.
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