Applies to:
- Variphy users with Webex Calling integrations.
- Administrators and analysts reviewing Webex Calling call logs and reports.
- Teams that need to know how long a caller actually spent on each leg of a call through an auto-attendant, queue, agent, or transfer.
Common Causes or Issues
- Webex durations can “stack” as a call moves through an auto-attendant, queue, agent, or transfer, so an earlier leg can show the duration of the entire call instead of just the time spent at that step.
- Computed Call Duration gives a more accurate picture of the time a caller actually spent on a specific leg.
- It is added alongside Webex’s original duration — not as a replacement — so you can compare both figures.
- It is available in both ad hoc searches and reports, in seconds and in hours:minutes:seconds.
Interactive Walkthrough
How to View Computed Call Duration
1. Run your call search.
A. In Call Analytics Reporting, open the History tab.
B. Run a search to return the calls you want to review.
2. Open Show/Hide Columns.
A. Click Show/Hide Columns to open the Configure Visible Detail Columns dialog.
3. Search for the computed duration fields.
A. In the filter field, type computed.
- Under Duration, the two new fields appear: Computed Call Duration (sec) and Computed Call Duration (hh:mm:ss).
B. Select one or both fields.
C. Click the green + to move it into Selected Detail Column Types.
D. Click Save.
5. Review the computed columns in your results.
A. The Computed Call Duration (sec) and Computed Call Duration (hh:mm:ss) columns appear to the right of Webex’s Call Duration — scroll right if needed.
- Compare the two. Where Webex may report an early leg as the full call length, Computed Call Duration shows the time the caller actually spent at that step. It uses the call-transfer time as the end of the leg instead of the final disconnect time — for example, 10 seconds in an auto-attendant before a 5-minute call shows as about 10 seconds, not 5 minutes.
6. Add the computed totals to a report.
A. Click Export Results to open the Export Call History configuration.
B. Open Search Set Statistics.
C. In Call Statistic Data Type Options search ccd (or “computed”).
D. Add Total Computed Call Duration and Total Average Computed Call Duration to Selected Search Set Summary Data Types with the green +.
E. Click Run.
7. Add the computed columns and run the report.
A. Open Call History Details.
B. In Detail Column Types search computed.
C. Add Computed Call Duration (sec) and Computed Call Duration (hh:mm:ss) to Selected Detail Column Types.
D. Click Run to generate it with the computed values included.
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