QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: joaopereira on November 23, 2009, 21:08:26

Title: Real Time Monitoring call duration
Post by: joaopereira 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

Title: Re: Real Time Monitoring call duration
Post by: QueueMetrics on November 24, 2009, 10:48:03

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

Title: Re: Real Time Monitoring call duration
Post by: joaopereira 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

Title: Re: Real Time Monitoring call duration
Post by: QueueMetrics 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....