Average Call Duration

Definition

The average duration of calls coming into the contact center during the monitored period.

Calculation

When an inbound call changes to the Disconnected state, Ivanti Voice performs the following equation:

For example, the monitored period is from 11:00 a.m. to 12:30 p.m., and a total of 5 calls happened during this period with a total duration of 40 minutes. A new call is disconnected after 8 minutes. So the average duration will be (8 minutes+40 minutes)/6 calls = 8 minutes.