Display Call Length and Status time to ZenDesk Agent during call (Total Call Length, Hold Time, Available Time)

Feature Request Summary

When on a call using ZenDesk Talk, there should a timer to display the duration of the call and/or the duration of various statuses to the ZenDesk agent. Hold length, Time between calls (idle/available timer), total call length are all possible data points/metrics to display in this live call timer.

Description/Use Case:

In many call centers, agents are held to specific timings for Average Handle Time/Call Duration and other call statuses such as Hold Length. A timer that is displayed to the ZenDesk agent in real time would help the agent track durations and be more effective with their call control and productivity.

A timer function already exists for incoming calls to display how long the caller has been waiting, and this functionality could be expanded to support things such as:

• Total Call Length
• Hold Length
• Mute Length
• Available time between calls

Agents frequently use hold as time to research a caller's question or issue, or to contact a higher tier support agent for assistance. The current experience for ZenDesk agents requires them to manually track this time via another method in additional to completing the task the Hold is being used for.

Business impact of limitation or missing feature

Call Centers or Customer Support teams typically have goals set for Average Handle Time (Call Length) and Time that the caller is allowed to be on hold (Hold Time). Many times things like hold times are monitored per hold and per call, for example, you can have a customer on hold for 6 minutes per call, but only 2 minutes at a time before checking in. I have seen this feature on many other softphone products and would love to see it in ZenDesk.

This timer feature would support this standard practice, keep a more positive experience for the caller, and improve productivity for ZenDesk agents. The feature would also enable internal QA and Leadership teams to coach agents to more accurately adhere to these requirements.

Other Necessary Information or Resources:

Additional ZenDesk support posts asking for similar feature

• https://support.zendesk.com/hc/en-us/community/posts/4409217238170-Display-length-of-hold
• https://support.zendesk.com/hc/en-us/community/posts/4679638076570-Hold-timer
• https://support.zendesk.com/hc/en-us/community/posts/5461753412890-Idle-Time-Between-Calls
• https://support.zendesk.com/hc/en-us/community/posts/4408868258074-Calculating-agents-idle-time?page=1#community_comment_4418172968218

Screenshot of existing Incoming Call Wait Timer