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Platform overview

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Data

Session replayUnderstand the "why" behind customer behaviors. Segment builderSlice your audience with nested segment building. AutocaptureCapture over 300 metrics out-of-the-box.Page performanceDiscover and quantify the impact of slow pages. User analyticsUnlock better user adoption, retention, and customer journeys.Platform intelligenceOur powerful machine learning engine.Mobile app analyticsPatented mobile analytics technology.Adobe Experience Platform Connector Go live with CJA faster.

Insights

Felix AI AgenticAutonomous agents analyze every part of the customer journey.Felix AI SummarizationGen AI powered session summarization.JourneysUnderstand which paths customers are taking.Interaction heatmapsVisualize page-level clicks, scrolls, and attention.VisibleVisualize user behavior directly from your browser. DashboardsOrganize and monitor your most important data. Dashboard template libraryTemplates to improve your experience. Opportunity analysisAutomatically surface and quantify friction points.

Action

Voice of CustomerConnect feedback to behavior and take action in real time.Monitoring & alertsAlerting on aggregate behavior, frustration, and more.Data activationSeamlessly merge any data source.Data streamingSend Quantum Metric insights to your data warehouse.Data enrichmentGet greater impact with enhanced data insights.Salesforce Lightning analyticsGain visibility and understanding of Salesforce Lightning app users.Performance & overheadLightweight SDKs and tags.Security & privacyBest in class security technology and polices.

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Use Cases

Industries

RetailUnderstand shoppers’ needs faster.Financial servicesDrive digital adoption and improve satisfaction.Travel & hospitalityGrow revenue and loyalty with real-time visibility.TelcoImprove the digital-first experience.GamingUnderstand real-time player behavior.HealthcareImprove patient self-service and loyalty.

Teams

ProductUnderstand any part of the digital experience in seconds.TechnologySurface and scope customer technical friction in real-time.MarketingStrengthen your campaigns and convert more.AnalyticsAnswer the “why” behind the customer experience.CX & VoCBring together qualitative and quantitative insights.UXDeep insight into behavior, engagement, and friction.Service & supportImprove customer empathy and contact center efficiency.

Solutions

Digital analyticsMonitor, diagnose, and optimize critical experiences.Product analyticsUnderstand user behavior and drive adoption.Experience analyticsSurface pain points and quantify opportunities.Journey analyticsInsights into every touchpoint across the digital journey.Web analyticsUnderstand and report on digital performance.Employee experienceAutomatically surface critical friction on your internal apps and kiosks.Contact centerOptimize contact center experiences.AI DetectionReveal how AI agents interact with your digital experience.

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Gain instant insight into your digital experience with pre-designed dashboard templates.

Gain instant insight into your digital experience with pre-designed dashboard templates.

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Resources

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ResourcesReview expert guidance and new data. Case studiesDiscover our customer stories.Product tour libraryReview platform use cases and capabilities at your own pace. Events & webinarsJoin us for live or virtual events. BenchmarksReview the top findings from Quantum Metric aggregated platform data.BlogThought leadership, trends, and product insights.Digital Analytics FAQGet quick answers to foundational digital and product analytics questions.

Community

The QuadConnect with experts, converse, and be inspired.

New blog post.

AI assistants vs. agentic AI: Key differences in digital analytics.

AI assistants vs. agentic AI: Key differences in digital analytics.

Learn how understanding the distinction between AI assistants and agentic AI becomes essential for everyone working in digital experience, analytics, or strategy.

Read the blog

Company

About us

Our storyHow Quantum Metric started, our leadership team, and how you can get involved.CareersSee what it's like to work for Quantum Metric, and available positions.NewsRead the latest announcements and news.

Partner network

Partners & integrationsView our technology and solutions partners.Partner programOur key ecosystem of partners.

Latest news.

Quantum Metric Reports Record 2025 Enterprise Expansion and Agentic AI Momentum for 2026

Quantum Metric Reports Record 2025 Enterprise Expansion and Agentic AI Momentum for 2026

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Platform

Platform overviewFelix AI AgenticFelix AI SummarizationJourneysMobile app analyticsInteraction heatmapsSecurity & privacy

Industries

RetailFinancial servicesTravel & hospitalityTelcoGamingHealthcare

Teams

ProductTechnologyMarketingAnalyticsCX & VoCUXService & support

Solutions

Digital analyticsProduct analyticsExperience analyticsJourney analyticsWeb analyticsEmployee experienceContact centerAI Detection

Resources

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Average Handle Time

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What is average handle time?

Average Handle Time (AHT) is a core customer service metric that tracks the total duration of a support interaction, including talk time, hold time, and any follow-up tasks. High handle times typically stem from communication gaps where customers struggle to explain technical errors to support staff.

What are key aspects of average handle time optimization?

  • Visual troubleshooting: Replacing verbal, step-by-step customer explanations with instant video playbacks of the actual user session.
  • Frictionless identification: Giving frontline teams direct access to the exact technical errors, form failures, or broken buttons a user encountered.
  • Reduced internal escalation: Eliminating the need for support agents to repeatedly pass complicated technical tickets up to senior engineering teams for diagnosis.
  • Immediate customer validation: Confirming a customer's issue instantly without forcing them to take screenshots, record videos, or replicate the bug themselves.

What are the benefits of reducing average handle time?

  • Lower operational support costs: Decreasing the length of individual calls and chats allows support centers to handle higher ticket volumes without increasing headcount.
  • Higher first-contact resolution: Agents can accurately diagnose and solve a user's problem during the very first interaction because they have full visibility into the glitch.
  • Reduced customer frustration: Eliminating repetitive questions like "What did you click next?" keeps support conversations short, professional, and productive.
  • Faster engineering bug fixes: Providing support staff with clear data links ensures that when an issue does need escalation, developers get the exact data needed to patch the bug.

What are examples of how average handle time is reduced?

  • Diagnosing failed promo codes: An agent instantly reviews a customer's checkout session to see that a discount code failed because of an invisible formatting space, resolving the issue in seconds.
  • Bypassing login hurdles: A support rep watches a quick replay of a user repeatedly failing a password reset to identify a specific browser layout issue that blocked the text box.
  • Resolving silent app crashes: A phone agent pulls up a customer's live profile link during a call to see that the app froze on the bank transfer screen, allowing them to manually process the transaction right away.

How does Quantum Metric reduce average handle time?

Quantum Metric slashes handle times by completely removing the guesswork from customer support interactions. When a customer reaches out for help, the support agent uses Session Replay to watch a 30-second playback of the exact issue the user experienced. By instantly seeing the visual reality of the customer's struggle alongside the technical backend data, agents can diagnose complex glitches without asking repetitive questions, cutting down talk time and delivering an incredibly efficient resolution.