About native Call time duration metrics

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In this article, you'll learn more about some of the metrics that help you measure the duration between two events.

This article covers only the native call metrics. Support and SLA metrics might have identical names but their behavior is different. See About native Support time duration metrics and Defining and using SLA policies.

The leg time metrics have a similar definition to the full call time metrics, but they specifically pertain to individual segment events within a call. For more details, refer to the section on Reporting on calls with Explore.

For more information about the voice metrics and attributes you can use with Explore, see Metrics and attributes for Zendesk Voice.

This article contains the following topics:

Call answer time

Call wait time

Call IVR time

Call talk time

Call consultation time

Call on-hold time

Call wrap-up time

Call duration

Related articles:

Reporting on calls with Explore

About native Support time duration metrics

Call answer time

Definition: The duration between the customer first connecting to the system and the first conference with an agent. Repetition, such as waiting after a transfer occurs, is not included. Voicemails are also excluded from this number.

First timestamp: End user called the support number.

Second timestamp: End user connected to an agent.

Call wait time

Definition: The duration the end user waits in the queue to talk to an agent.

First timestamp: End user entered in the queue after finishing IVR.

Second timestamp: End user connected to an agent.

Call IVR time

Definition: The duration that an end user spent in an interactive voice response (IVR) system.

First timestamp: End user started interacting with IVR.

Second timestamp: End user finished interacting with the IVR.

Call talk time

Definition: The duration spent talking from the customer’s perspective or the time spent in a conference with an agent. If the call was transferred this will include all agent conferences with the customer.

First timestamp: End user started talking with the agent.

Second timestamp: End user finished talking with the agent.

Call consultation time

Definition: The duration of consultation time. Sums the value of any number of agent-to-agent consultations.

First timestamp: Agent started consulting with another agent.

Second timestamp: Agent ended consulting with another agent.

Call on-hold time

Definition: The duration a call was on-hold from the customer’s perspective.

First timestamp: End user set to on-hold.

Second timestamp: End user took off from on-hold.

Call wrap-up time

Definition: The duration that an agent spent in the wrap-up stage after a call.

First timestamp: Agent started wrap-up stage.

Second timestamp: Agent finished wrap-up stage.

Call duration

Definition: The total call duration for an end user from when the call is connected until it is disconnected.

First timestamp: End user connected.

Second timestamp: End user disconnected.