On-Hold Time

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