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Average Talk Time

The Average Talk Time statsboard report adds a reusable card for Average talk time. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Average Talk Time example with fictional data.
Average Talk Time example with fictional data.

Configuration

FieldValue
Statsboard box typeCALLS_METRIC
MetricAverage talk time
Data sourceSimple CDR
DisplayLine or bar chart by selected date bucket.

Calculation

Average sc_billsec for answered Simple CDR rows.

When To Use

Useful when comparing agent or tenant conversation patterns.

Notes

  • The screenshot uses fictional Docs Contact Center data.
  • The report follows the date range selected when opening the statsboard.
  • Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.
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