The Average Length of Call (ALOC) is the sum of all minutes for all calls in the report period (hourly, daily, etc.) multiplied by 60 and then divided by number of completions in the same report period. ALOC is measured in seconds.
ALOC = (Sum of Minutes in time range (hourly, daily, etc.) * 60) / Completionsthe (Customer or Vendor) Billed Duration) * 60 in the specified time range.