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Avg Talk time - Does it include outbound calls and call backs?

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  • 1.  Avg Talk time - Does it include outbound calls and call backs?

    Posted 08-30-2023 13:38
    No replies, thread closed.

    Does the Avg talk time consist of inbound calls only? or does it also include outbound and or call back calls as well? 


    #Reporting/Analytics

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    Julie Kleedorfer
    Inspiritec, Inc.
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  • 2.  RE: Avg Talk time - Does it include outbound calls and call backs?

    Posted 08-30-2023 16:56
    Edited by Antwuan Rencher 08-30-2023 16:56
    No replies, thread closed.

    Hi Julie, 

    Per our resource center: 

    • Average talk time: total talk time / working interactions

    Here is an article referencing average talk time.

    Average talk times are based on interactions and not limited to inbound calls only, hope this helps! 



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    Antwuan Rencher
    Genesys - Employees
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