QueueMetrics > Running QueueMetrics

Real Time Monitoring call duration

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joaopereira:


In Real Time Monitoring, the call duration isn't real, because the time shown is [caller waiting time] + [time speaking with agent] + [some seconds before client hangs up].
What can I do in order to see just the [time speaking with agent] in Real Time Monitoring?

Thats because my Average Call Length will be much higher than it really was.
Thanks
Regards
Joao Pereira

QueueMetrics:
No no, the average call length is just the "speaking" time.

joaopereira:
And the "Duration" column? Is it really just the time the client is speaking with the agent?
Thanks
Joao Pereira

QueueMetrics:
Yes. Consider that it is computed to the local time, so if the Java clock is off a few seconds, you will see it off a few seconds....

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