On-Hold Time Metric
Measure the average amount of time callers spend on hold.
Track all your Call Center KPIs in one place
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![Call Center KPI Example - On-Hold Time Metric](https://images.klipfolio.com/website/public/d10f93db-7301-40dd-9d82-d707f74a486c/average-on-hold-time.png)
Overview
Whether your company receives a high number of calls, or there is a shortage of agents to handle calls, putting incoming calls on hold is often unavoidable. The On-Hold Time metric gives your team a view into the average amount of time your callers are waiting to speak with an agent.
Formula
(Hold time for call A + Hold time for call B + Hold time for call C +...+ Hold time for call N)/Total number of calls put on hold
Reporting frequency
Weekly
Example of KPI target
35 seconds
Audience
Manager, Call team
Variations
Average hold time
Average hold length
Related Metrics & KPIs
![](https://images.klipfolio.com/website/public/d71a55df-a7dc-4fe9-9eea-cc2904158b50/klips-gradient.png)