How is call duration measured (AI vs. human vs. total)?
On a call that was transferred to a person, SuperLedger shows three times: the AI portion, the human portion, and the total. The human portion is always whatever's left after the AI's part — the total call minus the time the AI was on. This keeps the split honest so the AI's time is never counted against your team, and vice versa.
What it tells you: how a call's time was divided between your AI and your team.
How it's measured
- Total is the full length of the call.
- AI is the part the AI handled, up to the moment it transferred.
- Human is the remainder — the total minus the AI portion.
SuperLedger uses the most reliable length available for each call (preferring the actual recording length), so the displayed total reflects the real call.
Where you'll see it
On the call detail page — Total Duration, AI Handled, and Human — and in the Call timeline of the human-handling grade. Call logs show the total, with the AI/human split in the tooltip.
Common questions
- Why does a transferred call's duration look short in my CRM? For transferred calls, your CRM's number can reflect only the AI leg. SuperLedger reconstructs the full call and the human portion from the recording.
- The human time looks wrong — can I trust it? It's derived as total minus AI. If a recording was incomplete, the call may flag that the timing could be off.