Call Center KPI Examples | Longest Call Hold

Longest Call Hold

Monitor the longest amount of time a caller was on hold for.

Formula

Duration of longest hold time

Services

CallRail Dashboard | CallRail logo Desk.com Dashboard | Desk.com Dashboard Logo Zendesk Dashboard | Zendesk logo

Role

Manager

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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