Difference Between Call Length and Call Duration in Zendesk
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 interaction. On the other hand, call length includes the total time of a call, covering periods of silence, hold time, and the time spent in the IVR greeting and call queue. It measures the entire duration from when the call was initiated to when it was terminated. For more information, see the originalZendesk article.
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How does call length impact call analysis in Zendesk Talk?
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