talk time
This metric represents the total amount of time that an agent spent interacting with a customer, per talk segment.
Calculation: Talk time per interaction. For example,
- An agent talks with a customer for two minutes, then places the customer on hold for two minutes. The agent returns to talk to the customer for two more minutes, and then disconnects. There are 2 two-minute talk time segments for this interaction.
Other calculations include:
- Talking time only
- Total talk time: cumulative talk time for all interactions
- Maximum talk time: longest talk time on an interaction in a time period
- Average talk time: total talk time / working interactions