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Display length of hold
Planifié
Publication le 27 juil. 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 commentaire
Officiel
Widson Reis
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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Jose Resendiz - ISTS
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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Travel Syndication Technology
I can see that this isn't important to Zendesk, but it's definitely important to your customers.
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