Call time (avg)

Term name

Call time (avg)

Purpose

Track the amount of time customers spend on the phone.

Definition

Total time between the start and end of a call. Only connected calls are counted in the average.

Location & attribution

• Custom report

  • Key metrics chart

• Workload report

  • Key metrics chart

FAQ

• A call is attributed to all teammates who were active in the conversation.

• A “call” is defined from the customer’s point of view - from the time they dial in to the time they hang up. If a customer is transferred multiple times, Front considers this a single call. See this article to learn more about call legs.

• Events or activities that happen outside of the channels connected to Front are excluded from analytics. This may cause differences in data between Front analytics and your provider’s analytics.