On-Hold Time

Measure the average amount of time callers spend on hold.

Call Center KPI Examples | On-Hold Time


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

Reporting frequency


Example of KPI target

35 seconds


Manager, Call team


Average hold time

Average hold length