CX Agents On Hold Report

Owned by Bob Young
Last updated: Sep 07, 2024
1 min read

This report provides insights for how long each Agent keeps clients on hold and total talk time. 

Note: If further analysis is needed, the Call History Report also provides the hold time on every call. The Queue on Hold Report provides the same metrics.

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Note: Agent Hold is not provided if the Agent binds a Business Voice extension to be used as their telephony terminal.

Report Description

(Inbound and Outbound Unless Otherwise Stated)

  • Table: Agent, Login, Total Talk Time, Total Hold Time, Average Hold Time (Total Hold Time / number of holds), Max Hold Time (longest from all holds)

Report Filters

  • Date Range.

  • Active Queues.

  • Queues.

  • Queue Groups.

  • Agent.

Report Features

  • Schedule report delivery.

  • Download the report as a spreadsheet or PDF.

Available in Offering

  • All Offerings

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