Impact of Call Length on Call Analysis in Zendesk Talk
Discover how call length affects call analysis in Zendesk Talk. Learn how it provides insights into the entire call process and customer experience.
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 time a customer spends on a call. This can help identify areas for improvement in call handling and customer experience, such as reducing hold times or streamlining IVR processes.
More related 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 and…
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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