What is the difference between call length and call duration?

Question

In Talk calls, why don't call length times match call duration times with an agent? Why is my leg duration longer than the call duration?

Answer

The leg duration is often longer than a call duration, because they refer to distinct elements:

• Call duration focuses solely on the active or talking time with interactions with an agent. It excludes periods of silence and hold time. This metric measures the actual time spent in conversation or interaction.
• Call length includes the total amount of time of a call, including any periods of silence, hold time, as well as when the call went through your IVR greeting and call queue. It measures the entire duration from when the call was initiated to when it was terminated.

For more information, see this article: Managing call recording options in Talk.