I am trying to understand the reporting for "Length of Call" for our system which uses the PowerDialer. If I listen to a PowerDial session - which may show up as a length of 50 minutes (for example), when I listen to that session, I only hear the dial & talk time once the agent "Starts Call". What I would like to know/see/confirm is the actual time the agent is logged into the dialer vs the time he spent on live calls. Meaning - if I see a session length of 50 minutes, was he logged in for 1.5 hours and only 50 minutes of it was "live" calls - or does that 50 minute session include all the downtime between calls (which, let's say, was maybe only 30 minutes of actual live calls). Make sense?
Is there any reporting that separates login time versus "live" talk time?
Thanks in advance.
Is there any reporting that separates login time versus "live" talk time?
Thanks in advance.