Longest Call Hold Metric
Monitor the longest amount of time a caller was on hold for.
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Overview
Putting callers on hold is never ideal, but it is sometimes a necessity during high traffic hours. The Longest Call Hold metric likes you measure the longest amount a time a caller was on hold for before a call agent was able to connect with them.
Formula
Duration of longest hold time
Reporting frequency
Weekly
Example of KPI target
1 minute
Audience
Call team
Variations
Longest hold time
Longest call on hold
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