RingCX - Report showing how long an agent left a caller on hold during an active call

Yes! You’ll find these metrics in the Analytics Portal under Performance Reports.

How to view Hold Time data:

1. Navigate to Analytics > Performance Reports.

2. Select the Users tab (to see individual agents) or the Queues tab (to see department averages).

3. Click the Columns icon (top right of the table) to ensure these specific KPIs are toggled on:

   • Avg. Hold Time: The average duration a caller spent on hold per call.

   • Total Hold Time: The cumulative time the agent kept callers on hold.

   • # Holds: How many times the agent actually pressed the hold button.

   • # Abandon (Hold): How many callers hung up specifically while on hold.

If you need to see this in real-time to catch long holds as they happen, use the Live Reports dashboard and add the "Hold Time" widget to your wallboard.

Let me know if this ​@Vinnie0085!

Thank you!

Of course! Please do circle back if this helped and mark this as “best answer” so other customers can find this solution!

Hello Becky,

Neither I nor my boss could a performance reports so maybe this is something we don’t have.  However, I did reach out to our voice support and they did find the Hold time under Analytics and standard reports Inbound call detail.  

Thanks you

Lois

Hmmm, I should clarified - was this for RingEX or RingCX?
Want to make sure I’m looking the right way and pointing you in the right direction. :)

CX

Okay, now we’re getting some where! 😃
Maybe ask this in the Hub?
There might be someone there to support you and if not, we can get some product experts in there to help out!