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.

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.

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.

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.

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.