Talk Time
This data export field displays the talk time on a call leg.
See also, Call Duration Charts.
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Historical Data Source |
CONTACT Data Records |
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Category |
UC |
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Channels |
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Size (bytes) |
8 |
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Filter |
Talk Time |
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Dimension |
None |
Format
By clicking the current duration format, you can select another format, which may be more appropriate for your report.
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The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not. |
This data export report is for the following incoming call scenario:
Agent Edward answered the call and talked to the caller for 3 minutes.
Edward initiated a warm transfer to agent Craig.
Edward completed the transfer at which point the caller had been listening to hold music for 1 minute (15 seconds of this was the consultation call setup duration between the two agents followed by 45 seconds of consultation).
Craig spoke to the caller for 4 minutes and 15 seconds.
Craig put the call on manual hold for 30 seconds.
Craig and the caller talked for another minute before the call ended.
Row 1: The caller experienced a talk time of 8 minutes and 15 seconds with the two agents (3 minutes with Edward and then 5 minutes and 15 seconds with Craig)
Row 2: Edward's talk time with the caller was 3 minutes.
Row 3: Craig's talk time was 6 minutes (45 seconds of consultation with Edward and 5:15 with the caller)
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2020-06-17 19:26:39 |
I |
07700900432 |
01614960654 |
8:15 |
1:30 |
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2020-06-17 19:26:45 |
O |
07700900432 |
WebiPath_129_122281 |
Edward Redwood |
3:00 |
1:00 |
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2020-06-17 19:30:10 |
O |
07700900432 (2007) |
00156527D65C |
Craig Milliband |
6:00 |
0:30 |
Note: the sum of the Talk Time values in rows 2 and 3 is 45 seconds longer than the Talk Time value in row 1. This is accounted for by the 45 second consultation time between the two agents.
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
Always 0 |
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Talk time with all parties |
EXTERNAL INCOMING CALL (2 legs) |
The user's talk time with the caller |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
Talk time to all parties |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
Talk time to all parties. Includes the connection duration between storm and the user prior to the outgoing call. |
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Initial called party leg (2nd leg) |
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This user's talk time with the caller |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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This party's talk time with the caller plus the consultation talk time with the agent who transferred the call |
Remarks
There is usually a difference of a fraction of a second for the talk time reported on the two communication legs between two parties. This is the time between one leg answering and the other being notified, or one leg dropping and the other waiting for the signal to drop.
The Talk Time value is calculated as soon as the disconnection process triggers. Compare this to the Talk Time data export field in the CONTACT Actions data source, where the field value is calculated when the disconnection process completes. 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 Talk Time data export fields.
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