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davis12345678 avatar image
davis12345678 asked ·

Question about PowerDialer recorded messages reporting

I am trying to understand the reporting for "Length of Call" for our system which uses the PowerDialer.  If I listen to a PowerDial session - which may show up as a length of 50 minutes (for example), when I listen to that session, I only hear the dial & talk time once the agent "Starts Call".  What I would like to know/see/confirm is the actual time the agent is logged into the dialer vs the time he spent on live calls.  Meaning - if I see a session length of 50 minutes, was he logged in for 1.5 hours and only 50 minutes of it was "live" calls - or does that 50 minute session include all the downtime between calls (which, let's say, was maybe only 30 minutes of actual live calls).  Make sense?

Is there any reporting that separates login time versus "live" talk time?

Thanks in advance.
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bjsvec answered ·
It seems like this data should come from the PowerDialer application and not RingCentral.  How could RingCentral report on actual talk time within that app?  It would only know what length of time you were connected to their system.
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saadetswift16514 answered ·
Hey Davis, could you provide more information about which PowerDialer you're using? Is this through Salesforce, Contact Center, etc.?
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