Support KPI Examples | Talk Time

Talk Time

Measure the amount of time your support agents spend talking to a customer.

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

Services

CallRail Dashboard | CallRail logo Desk.com Dashboard | Desk.com Dashboard Logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Analyst, Manager

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

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