This metric shows us the Talk Time across all calls, but it excludes Hold Time. Talk time is used to show us what amount of time an agent was actively engaged on a call.
Talk Time is a compound or tandem metric, meaning that it is calculated based on other metrics that must also be selected when you run the report. Hold Time must also be selected so that Talk Time may be calculated.
Note: in order to have access to this metric, you will need to have access to our feature Talk+.