Voice Analytics - Call Duration Report

Overview

The Call Duration report is a custom report that shows total, inbound, outbound, toll-free, and international calls broken down into buckets of 5-minute increments by default. This allows you to see how many of your calls were less than 5 minutes, how many were between 5 and 10 minutes, how many were between 10 and 15 minutes, how many were between 15 and 20 minutes, and how many were more than 20 minutes in duration. This is displayed as a pie chart as shown below. You can change the default buckets to different values.

NOTE: These fields can change depending on the filters set. To see the exact percentage for a given bucket, hover the cursor over the corresponding piece of the pie chart. A pop-up will appear showing the exact number. 

Change Bucket Size

To change the bucket size, follow the instructions below:
 

1. Click the clock icon at the top of the screen. A pop-up window appears showing the current buckets.
    
2. Enter the time range in the corresponding text boxes.
   
   
    
3. Click the green Update button at the top of the pop-up window.
    
4. After clicking Update, the charts update to reflect the new buckets.