Need to understand meaning of each division

[joylovebasu]

TOTAL CALLS TAKEN: 553
TALK TIME: 1:57:00 AVERAGE: 0:13
PAUSE TIME: 1:01:48 AVERAGE: 0:07
WAIT TIME: 3:19:12 AVERAGE: 0:22
WRAPUP TIME: 1:45:36 AVERAGE: 0:11
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[williamconley]

OK. Someone correct me here, but are these lines in American English clearly stating what data each of them contains?

I must be misreading the question somehow.

BUT: this poster DID include his hardware and software versions. That was cool.

[joylovebasu]

WRAPUP TIME is almost same as Talk Time.

WRAPUP TIME is the time when an agent clicks on hang up(start here ) and then click on dispostion and submit( ends here ). right ?

Is this normal for Wrap time so high ?

[williamconley]

"Average" wrap up time is 11 seconds. That seems entirely reasonable to me. But you COULD have a discussion with your reps that you want them to NOT take a break with the "disposition" screen on. One rep who takes 5 minutes to have a discussion with a friend during the disposition screen will increase the average for everyone ... but 11 seconds ins't excessive.