Author Topic: Real Time Monitoring call duration  (Read 1874 times)

joaopereira

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Real Time Monitoring call duration
« on: November 23, 2009, 21:08:26 »


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

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Re: Real Time Monitoring call duration
« Reply #1 on: November 24, 2009, 10:48:03 »
No no, the average call length is just the "speaking" time.

joaopereira

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Re: Real Time Monitoring call duration
« Reply #2 on: November 24, 2009, 11:46:20 »
And the "Duration" column? Is it really just the time the client is speaking with the agent?
Thanks
Joao Pereira

QueueMetrics

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Re: Real Time Monitoring call duration
« Reply #3 on: November 25, 2009, 11:53:35 »
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....