Is it possible to measure the time when a phone call is on hold between call legs?

3 Comments

  • Kharlo
    Zendesk Customer Advocate

    Hello Pat,

    Thanks for reaching out. This data should be recorded through Explore. We have various call legs attributes, but you can find the list of them in the link below:

    https://support.zendesk.com/hc/en-us/articles/360022365173-Metrics-and-attributes-for-Zendesk-Talk

    I would pay attention to call leg metrics to get the information you need.

    Kharlo | Customer Advocate
    support@zendesk.com

    0
  • Pat S

    Hi Kharlo,

    Thanks for getting back to me. Unfortunately, we're not finding where this is recorded in Explore. There are only a couple of metrics related to hold time on the page you referenced and they are only for broad flyovers of the data. 

    Call on-hold time (sec, min, etc.) - gives the average time that end-users spent on-hold.
    Leg on-hold time (sec, min, etc.) - The average time in seconds spent on hold in a call leg.
    Call on-hold time brackets - Splits call on-hold time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min.
    Leg on-hold time brackets - Splits the duration of each call leg on-hold time into brackets, for example 0-5 min, 5-10 min, 10-20 min, 20-30 min, 30-60 min, >60 min.

    We want to know how long it takes specific departments to pick up calls when they are transferred (i.e. hold time between call legs). It's ok if you don't have this ability, we were just wanting to know if it's possible. Thank you!

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  • Kharlo
    Zendesk Customer Advocate

    Hello again Pat,

    I'm afraid you've reached a limitation. Not finding a way to target these parts during a call.

    Kharlo | Customer Advocate
    support@zendesk.com

    0

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