talk time

This metric represents the total amount of time that an agent spent interacting with a customer, per talk segment. 

Calculation: Talk time per interaction. For example,

• An agent talks with a customer for two minutes, then places the customer on hold for two minutes. The agent returns to talk to the customer for two more minutes, and then disconnects. There are 2 two-minute talk time segments for this interaction.

Other calculations include:

• Talking time only
• Total talk time: cumulative talk time for all interactions
• Maximum talk time: longest talk time on an interaction in a time period
• Average talk time: total talk time / working interactions