Talk Time Metric
Measure the amount of time your support agents spend talking to a customer.
Track all your Support KPIs in one place
Sign up for a 14-day free trial and start making decisions for your business with confidence.
Sign up with Google
or
Sign up with your emailFree for 14 days ● No credit card required
Overview
The Talk Time metric measures the average amount of time a call agent spends speaking with a customer. The metric gives your team insight into how long they should set aside for customer calls and how efficient they are with their calls.
Formula
(Talk time for call A + Call time for call B + Talk time for call C +...+ Talk time for call N)/Total number of calls handled
Reporting frequency
Weekly
Example of KPI target
270 seconds
Audience
Support Team
Variations
Talk time per call
Average call time
Related Metrics & KPIs
