Call Length vs Call Duration - Frequently asked questions
Explore the differences between call length and call duration. Find answers to common questions about these metrics and how they impact your Zendesk experience.
Frequently asked questions
What is the difference between call length and call duration in Zendesk Talk?
Call length and call duration in Zendesk Talk measure different aspects of a call. Call duration focuses on the active talking time with an agent, excluding periods of silence and hold time. It measures the actual time spent in conversation or…
Why is my leg duration longer than the call duration in Zendesk Talk?
Leg duration can be longer than call duration because they measure different parts of a call. In Zendesk Talk, leg duration includes the entire time a call is connected, covering periods of silence, hold time, and time spent in the IVR greeting…
How does call length impact call analysis in Zendesk Talk?
Call length provides a comprehensive view of the entire call process, impacting call analysis significantly. By including periods of silence, hold time, and time spent in the IVR greeting and call queue, call length offers insights into the total…
What does call duration exclude in Zendesk Talk?
Call duration in Zendesk Talk excludes periods of silence and hold time, focusing only on active talking time. This metric measures the actual time spent in conversation or interaction with an agent, providing a clear picture of the agent's…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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Howard Blick Customer Service Team Lead
Freecash
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