Average Call Processing Time (ACPT)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? In many contact center benchmarks, AHT is between 7‑10 minutes depending on complexity of calls and type of support required.

1. What is average call processing time (ACPT)?

Average call processing time (ACPT) refers to the total time taken to complete a call interaction, including talk time, hold time, and after-call work. It helps contact centers track efficiency and identify opportunities for agent training or automation. Unlike AHT, ACPT focuses only on live and immediate post-call tasks.

2. What is a good average handle time for calls?

A good average handle time (AHT) depends on industry and call complexity.

• For customer support, 4–6 minutes is typical.
• For technical support, 6–10 minutes may be standard.

The goal is not just speed but also first-call resolution and customer satisfaction.

3. What is the difference between AHT and ACPT?

While both metrics track call duration, the difference lies in scope:

• AHT (Average Handle Time): Includes talk time, hold time, and all post-call activities (including notes or follow-ups).
  
  
• ACPT (Average Call Processing Time): Focuses only on talk time and immediate after-call work, excluding delays caused by ticketing or follow-ups.

Convin can help track both metrics by analyzing every call for time spent across these stages.