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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.
(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
Example of KPI target
Manager, Call team
Average hold time
Average hold length