On-Hold Time
Measure the average amount of time callers spend on hold.
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
Services
![CallRail Dashboard | CallRail logo]( "CallRail")
![Desk.com Dashboard | Desk.com Dashboard Logo]()
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![Help Scout Dashboard | Help Scout Logo]( "Help Scout")
![LiveAgent Dashboard | LiveAgent Logo]( "LiveAgent")
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![Zendesk Dashboard | Zendesk logo]( "Zendesk")
Role Employee/Staff
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
