Why Leg Duration Exceeds Call Duration in Zendesk Talk
Understand why leg duration can be longer than call duration in Zendesk Talk. Learn about the different elements each metric measures.
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 call queue. Call duration, however, only accounts for the active talking time with an agent, excluding any silent or hold periods. This distinction explains why leg duration might appear longer than call duration.
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…
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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