Contact Duration vs Segement Duration in WFO

[mlashe]

As per my understanding,

In WFO, Contact duration is the total duration of all segments, so suppose if i have one segment, contact duration must equal segment duration.

this is not happening, they are different
Contact Duration: 31 sec
Segment Duration : 25 sec

No Alerting there.

[pmulya]

Segment duration would be counted as time since the recording started which happens only when the cal is established and wont involve time when the call was ringing.

contact duration would shows the time since the call landed and would count ringing time too hence there would be good chance that there is difference in duration Contact Duration and Segment Duration

[mlashe]

Ok, what does alerting mean?

[pmulya]

Altering means the station/call is in ringing state.