Accepted Duration
This data export field displays the elapsed time measured between setup and the 'Ringing' or 'Progress' message received by the caller.
See also, Call Duration Charts.
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Historical Data Source |
CONTACT Data Records |
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Category |
Basic |
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Channels |
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Size (bytes) |
8 |
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Filter |
None |
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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. |
Example
This data export report shows an outgoing call to a mobile number. The field value is written to the outbound leg of the call.
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Accepted Duration |
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2018-01-17 12:06:17 |
I |
0 |
iPath_129_cmilliband |
Craig Millband |
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2018-01-17 12:06:19 |
O |
2.1 |
01344304344 |
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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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Always 0 |
EXTERNAL INCOMING CALL (2 legs) |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
Always 0 |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
Always 0 |
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Initial called party leg (2nd leg) |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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Either a 'Ringing' or a 'Progress' message is sent. A 'Progress' message usually means that early media is being played before the call is connected. This media is typically a dial tone or a prompt. A prompt is a recorded message informing the caller about something. For example, it might state that the call may be recorded or that the number is a premium rate number.
To a caller, Accepted Duration and Ringing Duration may be considered the same with the caveat that the caller may not have heard any ring tone.
Note: values of 0 are written to all communication legs of non-voice interactions.