Talk Time

This data export field displays the connected call duration between the two parties for the CONTACT action.

Historical Data Source	CONTACT Actions
Channels
Size (bytes)	8
Filter	Talk Time
Dimension	None

Key to symbols

Example

Row 1: An agent completed a transfer to another agent following a 4:05 minute consultation.

Row 2: The transfer was completed after the transferring agent had spoken to the caller for 2:36 minutes.

Row 3: The caller and the new agent were connected for 7:59 minutes.

Call ID	Action Date/Time	Start Reason	End Reason	Talk Time
1909807854436409606	2018-07-30 17:22:19	consultation	transfer_complete	4:05
1909807807192832126	2018-07-30 17:22:20	initial	transfer	2:36
1909807807192832126	2018-07-30 17:30:19	transfer	disconnect	7:59

The Talk Time value relates to the Call ID value (the first row relates to the inter-agent part of the communication and the subsequent rows to the caller part of the connection).

Remarks

The Talk Time value is calculated when the disconnection process completes. Compare this to the Talk Time field in the Contact Data Records source where the field value is calculated at the point when the disconnection process is triggered. The disconnection process takes in the order of a few hundred milliseconds to complete and this accounts for the difference in the reported value across the two fields.

Filter