Call Center KPI Examples | Talk Time

Talk Time

Monitor the average amount of time an agent spends on a call with a customer.

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Formula

(Talk time for call A + Talk time for call B + Talk time for call C +...+ Talk time for call N)/Total number of calls completed

Services

CallRail Dashboard | CallRail logo Freshdesk Dashboard | Freshdesk logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff, Manager

Overview

The Talk Time metric gives you a view into how long the average call takes, and helps your team estimate how much time they should set aside for talk-time per call.

Formula

(Talk time for call A + Talk time for call B + Talk time for call C +...+ Talk time for call N)/Total number of calls completed

Reporting frequency

Weekly

Example of KPI target

160 seconds

Audience

Call team

Variations

Talk time per call

Average call length