More robust Talk metrics should be available such as hold time details, transfer details, and call transcripts

Simple Talk metrics details are not currently available in any reports.
Hold Time details - length of hold time per hold instance in the case of multiple holds on one call
Agent transfer details - was the transfer a cold or warm transfer?  
In the case of a warm transfer - the agent conversation should be recorded so we can audit whether an appropriate hand-off was made

Access to these metrics would allow us to ensure the quality of our customer calls - that customers weren't placed on hold longer than our established standard, that a warm transfer was performed, and that proper information was provided from one agent to another when transferring a call.