On-Hold Time Metric
Measure the average amount of time callers spend on hold.
Track all your Call Center KPIs in one place
Sign up for a 14-day free trial and start making decisions for your business with confidence.
Sign up with Google
or
Sign up with your emailFree for 14 days ● No credit card required
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
