FAQ 3: Historical Statistics

Question

In the CONTACT Data Records data source, the sum of the values in the Talk Time and Time To Connect fields is not the same as the Call duration. Should they always be equal?

Answer

The Time to Connect and Talk Time may not always add up to Call Duration.

The ‘Talk Time + Time to Connect’ is the total time for which the call was in the system, either waiting to connect or connected. The ‘Call Duration’ is the time for which the call was connected to a service or an agent and excludes any setup time caused by delays in the signalling or the storm platform.

See also Incoming Call Duration Chart (CONTACT Data Records).