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if the whisper prompt(s) are played before the agent answers the call or before the contact is connected to the agent, then the whisper time would likely be included in the relevant metrics. However, if the whisper prompt(s) are played after the agent answers the call or after the contact is connected to the agent, then the whisper time would not be included in the metrics. It's essential to understand the specific timing and sequence of events in your call flow to accurately interpret the impact of whisper prompt playback on the metrics
Hope it clarifies and if does I would appreciate answer to be accepted so that community can benefit for clarity, thanks ;)
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