Average Call Duration can be calculated as:
ACD= Talk time + Hold Time + After Call Work
No. of Customer Conversations
To compare ACD of Agent and Team follow the below mentioned steps:
- Click on the Evaluation Tab in the left-side navigation menu.
- You will land on the 'Evaluation and Coaching Module', where you see the recent evaluation done by quality team of all the agents.
- Click on the 'Details' option under 'Actions' column. and you will be redirected to another screen.
- Jump down to 'Agent call Duration' tab and you will be able to see all the details and can comapre the performance of the agent with respect to team.
