This metric represents the average amount of time agents spend on each call they accept. Average Call Time is calculated by adding up the total time spent against all calls (Talk Time) within a given reporting period and dividing that by the number of calls an agent opened within that period (Accepted Calls).
Formula: (Total Time on Calls) / (# of Accepted Calls) = Average Call Time
Average Call Time is useful to understand, on average, how long agents talk per call they accept. Average Call Time also plays a key role in helping you to determine future staffing by providing a basis to estimate future time requirements based on incoming call volume.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.
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