Glossary
Call Duration is a call center metirc that measures the duration of a customer call separately, or average call duratio for all calls that have been processed.
Average Call Duration is a popular metirc that provides much deeper insights than could be expected. Too long average call duration can point out to issues with agent qualifications and inability to provide fast service, while too short average call duration may point out to the fact that agents are trying to get rid of the call as fast as possible, which also has negative influence on customer service quality.
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