is the "Call duration" the total length of the call ? if not which report would I run to dind the total duration of the call ? and would I be able to average it, secondly would I be able to break it up into stages i.e. agent 1 in group 1 was on the phone to the client for 1min 30 secs then transferred to agent 2 in group 2 and agent 2 was on the phone for 10min - Total call duration 11 min 30 secs ?
Many thanks
Len
Many thanks
Len