Able to monitor hold time and when callers are placed on hold time

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Able to monitor hold time and when callers are placed on hold time 
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Posted 1 year ago

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Saadet, Employee

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Hi Company B Departments,

Have you tried using these KPIs under the Analytics Portal? :)

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David McClellan

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Not sure this was answered correctly. I believe to monitor something you see it live and not a report.
I also would like to see how long a current call in on hold just like we can see how long a current call is waiting in queue. This way we can make sure the agent does not let a caller stay to long on hold. Thanks