Conversation Time

AKA: Customer Conversation Time, Average Conversation Time, Interactions in Conversation Time, Max Conversation Time, Resource Conversation Time

Statistic Name	Description	Function/Formula	API Name
Conversation Time	The length of time, in seconds, between when a conversation starts and ends in an active interaction. This statistic includes hold time. Conversation Time is equal to Customer Conversation Time.	Minimum, Total, Count	conversation-time
Average Conversation Time	The average length of time customers spent in conversation with one or more agents during an interaction during a given period of time. This statistic includes hold time. This expression formats the Average Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).	Average
Max Conversation Time	The maximum amount of time customers were in conversation with agents during a given period of time. This statistic includes hold time. This expression formats the Maximum Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).	Maximum
Interactions in Conversation Time	The length of time that active interactions have been in conversation. This statistic counts the conversation start time until the current time. Completed conversations aren't included.		interactions-in-conversation-time
Resource Conversation Time	The length of time that an agent spent in conversation with a customer. This statistic is equal to Talk Time in cases when a customer isn't placed on hold.		resource-conversation-time

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Channel by Contact

Inbound Traffic by Hour