Call Duration
This data export field displays the interaction duration on a communication leg. This includes manual hold and auto-hold durations (calls are placed on auto-hold during user-initiated transfers).
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 |
Call Duration |
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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. |
Examples
This data export report shows an incoming call that was answered by an agent (first two rows) and then transferred (third row).
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Call Duration |
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2018-07-30 17:15:18 |
I |
07700900432 |
15:00 |
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2018-07-30 17:15:25 |
O |
07700900432 |
Craig Milliband |
6:53 |
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2018-07-30 17:18:11 |
O |
07700900432 (2006) |
Baz Parsons |
12:04 |
Note: the call duration on the outbound legs of a call do not necessarily add up to the call duration on the inbound leg. This is because the call duration on the inbound leg is from the caller's perspective and that on the outbound legs is from each called party's perspective. For a call to a contact centre, the call duration on the inbound leg includes IVR and queue wait durations. These durations are not experienced by agents and therefore do not contribute to the call durations on outbound legs.
In the following example, user jprescott used a handset to make an outgoing call to a mobile phone and then transferred the call to user edred.
This data export report shows the call durations on each leg:
Row 1: jprescott dialled the external party and the call duration was recorded as 130.5 seconds.
Row 2: The external party's total call duration with both users was 152.3 seconds.
Row 3: jprescott initiated a transfer to user 'edred' and the call duration for the consultation was 5.4 seconds. This record would not be present if jprescott had transferred the call using the transfer button in the agent desktop (storm DTA).
Row 4: edred's call duration with jprescott and the external party totalled 26.7 seconds.
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Call Duration |
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2018-03-20 10:30:32 |
I |
001565192de5 |
130.5 |
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2018-03-20 10:30:33 |
O |
01189304344 |
152.3 |
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2018-03-20 10:32:35 |
I |
001565192de5 |
edred |
5.4 |
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2018-03-20 10:32:36 |
O |
07700900465 (208) |
edred |
26.7 |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
Voice Interactions
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
Duration between connecting to the storm log in service and being logged in* |
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As experienced by the caller including time spent on hold during transfers |
EXTERNAL INCOMING CALL (2 legs) |
As experienced by the user |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
As experienced by the user |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
As experienced by the user (the sum of the call duration values on the calling handset and the called device) |
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Initial called party leg (2nd leg) |
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As experienced by the called party |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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As experienced by the called party |
* This is typically a few seconds but longer if the user entered invalid codes before a valid one. Entry of one or more invalid codes that are NOT followed by a valid entry results in a value of 0 being reported.
Note: on calling a busy party, the telephone network may connect the call to play a busy message resulting in a non-zero call duration.
Note: communication legs of non-voice channels are either unpopulated or populated with 0.
Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |