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  • 1.  Contact Time

    Posted 08-24-2023 13:20
    No replies, thread closed.

    Hello Community,

    I can't find a specific column that displays the total time a customer spent on a call from when the call enters the IVR to when the call ends (interacted, abandoned, transferred, disconnected).

    Would you say the sum of total hold, total wait, total talk and total IVR is the customer's total call time/contact time?

    Thanks

    Rita.


    #Reporting/Analytics

    ------------------------------
    Rita Gascot
    State of Florida - Department of Revenue
    ------------------------------


  • 2.  RE: Contact Time

    Posted 08-25-2023 08:47
    No replies, thread closed.

    Hi Rita - 

    Have you by chance seen the "Conversation Duration" column in the Interactions Performance View?  More information can be found here:
    https://help.mypurecloud.com/articles/interactions-view/

    Thanks,
    Trent.



    ------------------------------
    Trent Vance
    TTEC Digital, LLC fka Avtex Solutions, LLC
    ------------------------------



  • 3.  RE: Contact Time

    Posted 08-25-2023 09:40
    No replies, thread closed.

    Thanks so much for your message, I think that is exactly what I need.



    ------------------------------
    Rita Gascot
    State of Florida - Department of Revenue
    ------------------------------

    Original Message


  • 4.  RE: Contact Time

    Posted 08-09-2024 07:16
    No replies, thread closed.

    I would say conversation duration minus wrapup time, since wrap up is for agent only, not customer :)



    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


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