Call Duration Charts
Incoming Call Duration Chart (CONTACT Data Records)
Outgoing Call Duration Chart (CONTACT Data Records)
Incoming Call Duration Chart (CONTACT Actions)
Incoming Call Duration Chart (CONTACT Data Records)
This chart shows relative durations for incoming calls made to storm access points as recorded by the duration fields in the CONTACT Data Records Data Source.
Click on a field name to see more information about how data is recorded in that field. Key to chart
Incoming call progression 
|
Start call |
PSTN |
storm access point |
Enter IVR |
Leave IVR
Enter queue |
Enter transfer queue |
Request callback |
Callback |
Agent phone ring |
(connected) Agent answer |
Start recording |
Initiate transfer or Hold call |
Commit Conference or Complete transfer or Resume call |
End recording |
End call |
End wrap |
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Original Queue Wait Time |
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Outgoing Call Duration Chart (CONTACT Data Records)
This chart shows relative durations for outgoing calls made by storm users as recorded by the duration fields in the CONTACT Data Records Data Source.
Click on a field name to see more information about how data is recorded in that field. Key to chart
Outgoing call progression
|
Start call |
PSTN |
External party phone ring |
(connected) Call answer |
Start recording |
Initiate transfer or Hold call |
Commit Conference or Complete transfer or Resume call |
End recording |
End call |
End wrap |
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Incoming Call Duration Chart (CONTACT Actions)
This chart shows relative durations for incoming calls made to storm access points as recorded by the duration fields in the CONTACT Actions Data Source.
Click on a field name to see more information about how data is recorded in that field. Key to chart
Incoming call progression
|
Start call |
PSTN |
storm access point |
Enter IVR |
Enter queue |
Enter transfer queue |
Request callback |
Callback |
Agent phone ring |
(connected) Agent answer |
Start recording |
Initiate transfer or Hold call |
Conference or Complete transfer or Resume call |
End recording |
End call |
End wrap |
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