This document provides an analytical overview of average handle time (AHT) for software updates at a site. It found that 879 calls were logged for issues, with 479 resolved. The root cause analysis found advisors spent significant time troubleshooting without making progress and engaging in off-topic conversation. Actions taken to address this included positioning call backs and escalating calls when needed. Recommendations included pairing advisors, listening to low AHT calls, designating team champions, and challenging all AHT aspects.