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Definition
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Or Talk is the amount of time an agent spends actually talking to a client or called party. This is normally expressed in minutes. It can be a measure of a single call or some number of calls such as calls taken in a given interval (e.g. this hour, total by this agent, etc).
It is sometimes evaluated as average talk time, which is the amount of time spent on a group of calls averaged over the number of calls in the group.
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