We recently added speech into our scope of Verint and we have some questions about avg. durations (and our account manager is unresponsive).
For example, our base avg duration is 6:58 however, when we drill into the categories all the avg. durations are much higher than 6:58. I need to understand why this might be and what would be causing this to not mathematically make sense.
Calls are hitting multiple categories and I have tried to explain this to my manager but he keeps telling me it should make sense.