For hourly reports, ALOC 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. For daily reports, ALOC is the sum of all minutes for all calls multiplied by 60 and then divided by number of completions.
ALOC is measured in seconds.
Note:
ALOC = (Sum of
the (Customer or Vendor) Billed Duration) * 60 in the specified time range)