Displays a summary of the duration for which the calls were active for a routing service.
How it works
Tracks the number of calls that were active during a selected duration. Supervisors can compare the routing services within a routing service group and determine the minimum and maximum time spent on calls in each of these routing services.
Business usage
How can supervisors improve call performance based on the information in the Call Profile Active Time Duration report?
Compare the data of the calls that each routing service handles and their active duration within and across routing services. Use this comparison to take business decisions to improve and optimize call times, particularly for those routing services where the active times are excessively high.
How do you determine whether the active call duration was on a higher side?
Set a threshold limit for an active call duration. After the threshold, the calls can be deemed as long-duration calls.
What risks do calls with long active time durations pose?
When an active call lasts too long, the number of calls waiting in queue could significantly increase. There is also the risk of calls getting abandoned. You must review call active time durations for their routing services and find ways to reduce these times so that calls are not kept waiting for too long.
