Duration of Answered Calls
Time spent by your agent in the last call with a client.

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
How to calculate Duration of Answered Calls?
( Sum(Answered Call, Duration).Date(Answered at) )
How it works
1. Connect your data sources
One-click real-time integration with our dashboards to the most popular CRM, support and other business systems.
2. Build dashboards
Use our prebuilt KPI dashboards or customize your own by using formulas to calculate more advanced metrics.
3. Boost team performance
Share real-time insights with your team and boost performance by 20% with visualizing data on dashboards.
Boost performance with real-time insights
Plecto is a data visualization software that helps you motivate your employees to reach new limits and stay on top of your business.