Kylie_Farrell | 2019-10-16 21:45:19 UTC | #1
Hello,
I'm hoping someone may be able to give me a deeper idea as what the metric "Call Duration" includes or entails? I understand that it is simply the difference between the call starts and ends, however, I am specifically wondering if it includes the handle time and/or the average hold time? This is not clear in the reports that are sent with "Call Duration" being a metric. Please advise if able. Thank you.
tim.smith | 2019-10-16 21:58:02 UTC | #2
Which report are you looking at specifically? The reports document how each column is derived on the Resource Center. For example, the Interaction Details report documents duration as "The length of the interaction, including queue time and after-call work." I believe most conversation-level reports would have the same definition for duration, which would be the end time minus the start time. If you're calculating manually from analytics results, I would use that calculation.
system | 2019-11-15 21:58:05 UTC | #3
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