Talk time measures the conversation itself: the seconds between the moment a call is connected to an agent and the moment it ends. It leaves out ringing, the wait in a queue and the work done after the call.
Two figures are used:
- Total talk time: the sum over a period, often per agent or per campaign.
- Average talk time (ATT): total talk time ÷ number of calls handled.
Talk time is one part of average handle time, with hold time and wrap-up time: AHT = talk time + hold time + wrap-up time. Some tools count hold time inside talk time, so check the definition before comparing teams or tools.
There is no universally good value. A long talk time can mean thorough answers or an agent who is struggling; a very short one can mean efficient calls or rushed ones that bring the caller back. Read it with first call resolution, conversions or customer satisfaction, and compare agents who handle the same type of call. In outbound teams, talk time per hour logged in also shows how well the dialer keeps agents busy.
OVOKY campaign reports show total and average talk time per campaign.