---
title: "Average Call Duration by Queue"
slug: "reporting-average-call-duration-by-queue"
description: "Monitor talk time on selected queues."
updated: 2025-07-31T10:33:07Z
published: 2025-07-31T10:33:07Z
canonical: "docs.voiso.com/reporting-average-call-duration-by-queue"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Average Call Duration by Queue

**Who should read this article**: Administrators, Supervisors

Monitor talk time across selected inbound queues.

## Introduction

The **Average Call Duration by Queue** widget displays the average Talk Time for completed calls on each selected Queue, allowing you to monitor and compare queue performance in real time.

This line chart widget updates every 15 minutes during the [shift](/v1/docs/reporting-real-time-dashboard-overview#adding-dashboards), plotting average call durations in minutes and seconds. Each queue is represented by a different colored line.

### Reading the plot

- To view the average value at any point in time for *a single* queue, hover your mouse pointer over a line to read the tooltip.
- To view the average value at any point in time for *all* queues, hover your mouse pointer over the white space between lines at the time of interest.

![Reporting Real-time Dashboard Average Call Duration By Queue Widget Line Chart View ](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Average%20Call%20Duration%20By%20Queue%20Widget%20Line%20Chart%20View%20.png)

## Setup

### General tab

On the **Average Call Duration by Queue settings** panel, **General** tab, specify a name for the widget to make it easy to know what you are monitoring.

### Queues tab

On the **Average Call Duration by Queue settings** panel, **Queues** tab, select one or more queues to be displayed in the widget.

For outbound Dialer campaigns, the average time, in minutes and seconds, agents spend on the phone with a contact. Includes hold time. If the Average Call Duration is too high, the dialing rate might have to be adjusted or agents might require additional training.

The amount of time a contact spent interacting with an agent between the initial greeting and conclusion of a conversation. It comprises anything that happens during a call, including hold time and conference time. It can include inbound time and outbound time.

A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.