In a contact center, "talk time" refers to the amount of time an agent spends actively engaged in conversation with a customer during a phone call or other forms of communication (such as chat or video calls). Talk time along with ACW, makes up handle time.
Talk time can found on all Contact Center tables, and typically includes the time spent resolving customer inquiries, providing assistance, answering questions, and addressing concerns. It does not include time spent on hold, time spent documenting the interaction after the call ends, or any other non-conversational activities.
Measuring talk time helps contact center managers assess agent performance, optimize staffing levels, and identify areas for improvement in customer service delivery. It can also be used to set performance targets and benchmarks for agents to ensure they are meeting service level agreements (SLAs) and providing timely support to customers.
