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Display length of hold

Planned


Posted Jul 27, 2020

During a live call, it sometimes becomes necessary to place the customer on hold. When that happens, it would be a helpful feature to be able to see how long a customer has been placed on hold. 

While hold times could be tracked through third party timers, it would be a more convenient for a timer to immediately and automatically start when the call is placed on hold.


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3 comments

Official

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Widson Reis

Zendesk Product Manager

Hi, thanks for your feedback

We are planning to bring the hold time info to the call console in 2024. Stay tuned!

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Agent should have visibility of how long they have put a caller on hold. It's about baasic customer service. Hold time is a basic customer service phone metric; thus, the agent should have visibility of that metric as he controls it.

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I can see that this isn't important to Zendesk, but it's definitely important to your customers.

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