Track calls placed on hold in reports

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This conversation has been merged. Please reference the main conversation: User Settings: need hold times

1.US

2. Repossession/forwarding company.

3. When running a report we would to be able to track calls placed on hold and there hold time. It has come up with clients/customers calling in that they are being placed on hold for long periods of time until they have to hang up and call back again. With this not being able currently be tracked, we can't confirm or run stats on average hold times etc... 

4. A typical scenario would be a customer calls in to redeem their vehicle and gives there information. The agent puts them on hold while they look up the account or tries to find an answer to a question they may have. So when we have our weekly automated reports sent out to managers, we would like to be able to track hold times also.

5. Benefits of the feature are pulling more precise phone stats for agents and making sure customers are not waiting on hold for long periods of time and being able to verify or put a number to how long their hold time was.

7. We are multi-company business. Seven businesses operated separately, but owned by the same people. We currently have Ring Central in two locations and are in the setup process of the third. About 500 employees or so total. 
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Paul

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Posted 1 year ago

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