I agree. Please implement this functionality as we really don't have a realistic tracking of each call center on how much they are actual talking with the Leads/ Contacts.
This duration inflates both the recorded duration and the analytics around talk time, which is misleading.
Call duration should reflect actual customer-agent interaction, not ring time.
This improves the accuracy of KPIs like average talk time, handle time, and agent productivity.
Businesses can make better workforce management decisions based on real data.
Cristian
supported this idea
·
I agree. Please implement this functionality as we really don't have a realistic tracking of each call center on how much they are actual talking with the Leads/ Contacts.
This duration inflates both the recorded duration and the analytics around talk time, which is misleading.
Call duration should reflect actual customer-agent interaction, not ring time.
This improves the accuracy of KPIs like average talk time, handle time, and agent productivity.
Businesses can make better workforce management decisions based on real data.