Call duration
Call duration measures how long connected calls last and is both a quality and a usage metric. It refers only to connected calls.
Last reviewed: 2026-07-22
What call duration shows
Call duration measures how long connected calls last in a campaign. It is both a quality metric and a usage metric: it gives hints about the course of a conversation and at the same time relates to the billed talk time.
Nexcal bills usage based on connected talk time, to the second. Unanswered calls as well as preview and test calls do not count. Details are explained in understanding call usage.
Interpreting short and long calls
There is no single correct call duration; it depends on the campaign goal. Nevertheless, patterns can be recognized:
- Very short calls often point to early aborts or direct rejections.
- Medium calls frequently correspond to a regular course with a clear result.
- Very long calls can indicate extensive questions, objections or an unclear ending.
Always consider call duration together with the call outcomes. Short calls with a good outcome are unproblematic, whereas short calls with aborts are a starting point for improvement.
Call duration and optimization
If very long calls accumulate without a better result, it is worth reviewing the script and the knowledge base. Clear answers and clean objection handling often shorten calls. The article improving call quality gives guidance.
Hinweis: Call duration refers to connected calls. Unanswered calls do not feed into this metric.