Average call duration
If you display average call durations from Close, you may have noticed discrepancies between the data displayed on your widget and in Close. This is because we calculate average call durations differently from Close.
Example calculation
Day 1: you have 2 calls with a total call time of 10 minutes, with an average of 5 minutes per call.
Day 2: you have 2 calls with a total call time of 20 minutes, with an average of 10 minutes per call.
Close calculates it as: (10 minutes + 20 minutes) ÷ 4 calls = 7.5 minutes per call on average.
Geckoboard calculates it by first averaging it per day and then combining those daily averages: (5 minutes [from Day 1] + 10 minutes [Day 2]) ÷ 2 days = 7.75 minutes per call on average.
Historical data import limitations
When initially connecting your Close account, Geckoboard imports 30 days of activity using the Close Reporting API. Due to limitations with the Close API, historical data beyond the 30 days in Geckoboard may not match the data displayed in Close. This is because historical data in Close can be altered by future activity, and due to their limitations, it's not possible to pick up these changes if they occur outside the initial 30-day import of data.