On-Hold Time
Measure the average amount of time callers spend on hold.
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
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
Role
Employee/Staff
