Reports → Call Duration


The Call Duration report helps QA managers predict call traffic, total call volume, hold time, and other metrics to optimize the reps’ productive time


The top section shows the overall summary of the following metrics - 

1. Total calls - The total number of calls made that lasted more than one second.

To view a breakdown of this, click on the i icon next to the label. 

The breakdown, in turn,  shows you the number of - 

  • Short calls - Calls that lasted more than three minutes.

  • Good length calls - Calls that lasted between three to six minutes.

  • Above normal calls - Calls that lasted between six to nine minutes.

  • Long calls - Calls that lasted for more than nine minutes.


2. Total duration - The total time spent by all reps on sales conversations.

3. Average handling time - Total number of calls/total duration

4. Good length ratio - The ratio of the number of good length calls to the total number of 

calls, i.e, number of good length calls/total number of calls.


The table listing section shows a rep-wise (or team-wise, based on chosen filters) split-up of the same metrics. It can be filtered, sorted, and downloaded as required. 

It also shows - 

1. Hold calls - The number of calls that lasted more than a minute, that had an introduction 

signal, and also had at least one hold procedure signal.


2. Hold ratio - The ratio of number of hold calls to the total number of calls, i.e, number 

of hold calls/total number of analyzed calls.


Filtering


To see what filters are available for this report, click on the funnel filter icon at the top right corner of each report. Select the values you want to filter the report by and click on the ‘Apply’ button.

You can use any of the following filter values or a combination of these:

  • Filter by Team/Agent - Name of the Team or Agent. Select one of the following:
    • Team - to choose a team from the drop-down option
    • Agent - to choose a Rep from the drop-down option.
  • Filter by Date Range - Select the 'from' and 'to' date from the calendar. By default, the date range for the filter is set to represent past 7 days.

Tip - Filters can be reset by clicking on ‘Reset’ link under the filter icon.

Sorting


To sort lists either in ascending or descending order, just click on the titles of each column.  Based on the sorting, the values of entire grid will be updated. 


Downloading


To download Activity Log report, just click on the ‘DOWNLOAD’ button next to the filter button. The report is downloaded in the Excel (.xlsx) format.