Talk Time Metric
Monitor the average amount of time an agent spends on a call with a customer.
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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.
(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
Example of KPI target
Talk time per call
Average call length
Related Metrics & KPIs
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