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.

Check out this detailed video on how to compare Average Call duration? (Agent vs Team):