Customer Hold Details Report

This report monitors calls that are placed on hold during inbound or outbound interactions in a specific campaign and skill set within a contact center.

The purpose of the report is to gain an understanding of why calls are placed on hold and to measure the duration of these hold times as it affects customer satisfaction. Additionally, this report helps to evaluate the agents' knowledge and skill level in handling calls.

Immediate managers of contact center agents will find this report valuable in assessing the agent's knowledge and understanding of customer queries.