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CallRail Average Duration

Average Duration is the average length of time a call lasts in seconds, excluding any hold time or call transfers. It helps measure agent efficiency and customer engagement.

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Average Duration 2.190,879 Start tracking this metric
  • About
  • Technical Details
What is "Average Duration"?
The Average Duration metric in CallRail represents the average length of time that a call or conversation lasts. This metric is useful for evaluating how effective your team is at resolving customer issues or delivering sales pitches, and it can help you identify areas where improvements may be needed. A longer average duration could indicate that calls are taking too long to resolve, while a shorter duration could suggest that calls are being rushed or that customers are being directed to other channels too quickly.
Example: An e-commerce company uses Average Duration to measure the average length of calls with customer service over a week, aiming to improve the time customers spend on calls.

Visualizations

  • Databox visualization

    Number

    Used to show a simple Metric or to draw attention to one key number.

How to track Average Duration in Databox?

Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.

To track Average Duration using Databox, follow these steps:

  1. 1
    Connect CallRail that contains the metric you want to track
  2. 2
    Select the metric you want to track from the list of available metrics
  3. 3
    Drag and drop the selected metric onto your dashboard
  4. 4
    Watch your dashboard populate in seconds
  5. 5
    Put Average Duration on the Performance screen
  6. 6
    Get Average Duration performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of Average Duration
Goals

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Scorecards

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Metric Digest

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Metric Builder

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Data Calculations

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Performance Screen

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CallRail integration with Databox Track Average Duration from CallRail in Databox GET STARTED

CallRail Average Duration included in Dashboard Templates 1

  • Live view

    CallRail Source & Keyword Performance

    This dashboard measures source & keyword performance by comparing calls by first time callers, total calls and the average duration of all calls.

    CallRail

General

  • Description
    Average Duration is the average length of time a call lasts in seconds, excluding any hold time or call transfers. It helps measure agent efficiency and customer engagement.
  • Category
    Help Desk
  • Subcategory
    Time
  • Date Added
    2017-09-13

Specification

  • Metric Type
    general
  • Dimensional
    No
  • Decimal Digits
    No
  • Currency Units
    No
  • Granularities
    Hourly, daily, weekly, monthly and yearly.
  • Custom Relative Periods
    Yes
  • Data Availability
    At sync, it ranges from 2 years ago 00:00 to now.
  • Retroactive Data Updates
    Newly synced data is merged with existing data, replacing values for matching periods.
  • Future Data Available
    No

Visualization

  • Default Format
    Duration
  • Cumulative Graph
    No
  • Favorable Trend
    increasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    Yes

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