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
