Understanding Call Talk Time Measurement in Zendesk
How is the Call talk time metric measured in Zendesk?
The Call talk time metric in Zendesk is primarily measured in seconds. By default, the Call talk time (sec) option is used to track the duration of calls. However, you can also measure it in minutes or hours by selecting the Call talk time (min) or Call talk time (hrs) metrics, respectively.
To convert the Call talk time from seconds to minutes or hours, the system divides the Call talk time (sec) by 60. Additionally, the Call talk time brackets metric categorizes call durations into brackets measured in minutes. For more details, you can refer to theoriginal article.
More related questions
Can I view the formula for calculating Call talk time in Zendesk?
Yes, you can view the formula for calculating Call talk time in Zendesk. To do this, click the eyeball icon on any metric to open the Standard calculated metric tab. This will show you the formula used for the metric. This feature allows you to…
What are Call talk time brackets in Zendesk?
Call talk time brackets in Zendesk are a way to categorize call durations into specific time ranges. These brackets are measured in minutes, providing a clear view of how long calls typically last. This metric is useful for analyzing call durations…
How can I measure Call talk time in minutes or hours in Zendesk?
To measure Call talk time in minutes or hours in Zendesk, you need to select the appropriate default metrics. Choose Call talk time (min) for minutes or Call talk time (hrs) for hours. These metrics are calculated by dividing the Call talk time…
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