Professional plan accounts can set the time, in seconds, for the entire team's connection duration. All calls made by any agent on the account that exceeds this length will count as a connected call. Connected Calls, or Connections, are metrics visible as part of various Reporting pages on the Kixie Dashboard and help managers understand how often agents are having meaningful conversations that don't end too quickly.
The default amount is 180 seconds (3 minutes), but this can be changed at any time by doing the following:
- Visit the Kixie Dashboard
- Click Manage on the left hand navigation menu
- Click Account Settings
- Click Edit All
- Click Options
- Find the Connection Duration (seconds) field
- Enter any new desired value
- Click Save
Note that adjusting your connection time will alter the following data found in Kixie reports
- All Connections
- Incoming Connections
- Outgoing Connections
- Outgoing Connection %
If you have questions about this, please contact support@kixie.com or your account manager.
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