Duration of Answered Calls

What is Duration of Answered Calls?

This KPI is especially useful for Sales and Support departments, where agents usually have a duration limit they shouldn’t pass. Knowing, therefore, the time spent in their calls can bring them some learning on the rhythm and attitude to have.

Depending on your sales team’s size, you can choose to display this metric per salesperson or as a group. In both cases, it gives you real-time data about your agents’ performance in regards to time spent per client. If displayed individually, it’s easier to identify the ones that may need some more training in order for them to reach the duration goal while still getting good results.

If measured daily, this KPI can also bring insight into the clients’ behavior with the company. You might be able to recognize a pattern in your clients depending on the day, as there are different attitudes throughout the week. This learning allows you to get the best out of your resources to increase performance all week long.

Pre-built widgets to display Duration of Answered Calls

day

Duration of Answered Calls

(
    Sum(Answered Call, Duration).Date(Answered at)
)

Supported integrations

Aircall

Relatel

Adversus