Customer Hold Details Report

The Customer Hold Details Report tracks calls that are placed on hold during both inbound and outbound interactions within specific campaigns and skill groups. This report provides valuable insights into hold behavior, helping contact centers enhance customer satisfaction and agent effectiveness.

Purpose of the Report

• Understand Hold Reasons: Analyze why calls are frequently put on hold.
• Measure Hold Duration: Evaluate the length of hold times and their impact on customer experience.
• Gauge Agent Expertise: Longer or frequent holds may indicate gaps in product knowledge or soft skills.

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