The Call Duration is an extremely powerful report and is often overlooked by businesses.
WildJar has a fantastic Missed Lead Alert system, which alerts key people in the business to when there are missed opportunities by calls not being answered by the business.
However, by using the Call Duration report, you are able to see how your internal business is handling the calls.
If you have an extremely high percentage of calls that are less than 1 minute, then there may be a problem with your internal phone system and how your callers are being directed internally. Is your reception not handling these calls effectively? Are these users sitting on hold and not going to the correct departments?
You then have the ability to click into these specific duration ranges to isolate these calls and listen to them.