Customer Hold Report

This report provides information on the number of calls that were placed on hold and the duration of each hold. It helps to track if the hold time is within acceptable limits and if additional resources are needed to handle the volume of calls.

To understand why a particular call is on hold and to measure the hold times since it impacts customer satisfaction. This also helps to measure the agent’s knowledge and skill set in handling a call.

Team leads and supervisors in the contact center can use this report to monitor the performance of agents and ensure that customers are not waiting for too long on hold.

Instructions on how to generate it are available by clicking here.