How can we get the recorded calls to reflect the hold time? Our agents are graded on call discipline and this affects production.
Hi Natalie, I think I get the gist behind this idea but I'd love more insight on some specifics. Do you mean the call recordings as in the audio recordings of a call, or do you mean that you would like to have the information for how long a caller was on hold shown in the call logs and reports?
Both. It would be nice to see what the average hold time is from call log reports and also to give the proper credit to my agents for their call discipline. Without hold times, their "on the phone" time is cut immensely and it looks as though they did less work than what was actually done for that day. We grade our agents on call discipline and if we cannot get this feature added, unfortunately we are going to look at other companies who can provide that for us. Please advise. Thank you so much for your reply.