Ruben Aba-a

Why does the call duration not match this article? 

https://support.zendesk.com/hc/en-us/articles/6856842872858-What-is-the-difference-between-call-length-and-call-duration

as per attributes, it says: The total call duration in seconds for an end user from when the call is connected until it is disconnected.

but on the article it says: 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.