This page describes the Average Call Duration report, which displays both a graphical representation and a table with numeric information about the average length (in seconds) of all the daily/monthly calls placed in the system.

ACD graph

The bar chart offers an overview of the average calls duration for every day/month of the chosen time interval, helping you to keep an eye on the customer's traffic.


Screenshot: The ACD graphic for all the channels in the system

The graphic and the figures may vary from one channel to another.

ACD table

The table has two columns, providing the daily/monthly average duration of calls:


Screenshot: The table for the 8 days interval

Search for statistics

If you want to view the ACD statistics for a particular period of time or for a certain channel, you can use the available search controls to define your preferences:

Show Average Call Duration between <start_date_time> and <end_date_time> for channel <channel_name>

Where:

After deciding on the filters, click the Search link. The graphic and the table will be updated.

If no calls were made between the selected dates, the graphic and the table will not be generated.

Export Statistics

You can export the ACD data to a .csv or a Microsoft Excel file. To do so, please follow the next steps:

  1. Click the Export icon in the upper right side of the screen.
  2. Choose the columns to be exported and the output file format. If you choose to export the data to a Microsoft Excel file, the output will be a table with all selected columns. On the other hand, if you choose to export the data to a .csv file, the output will be a list with the entire selected information in the following format:

    <day> <duration_in_seconds>
  3. After defining all preferences, click the Save icon. You will be asked to confirm if you want to save the file to your computer or just open it.

Average Success Rate

Call Failures

Call Distribution Based on Destination

Call Distribution Based on Extension Type

Top Users Using Telephony

Top Hangup Causes

Longest Time to Complete