Hold time counts the moments during an answered call when the agent puts the caller on hold, usually to look something up or to ask a colleague or a supervisor. The caller hears music or a message and the agent's microphone is off. It is different from the wait before anyone answers, which average speed of answer measures.
Average hold time = total hold time ÷ number of calls handled. It is part of average handle time, with talk time and wrap-up time.
Frequent or long holds usually point to something agents cannot reach quickly: information spread over several tools, missing access rights or unclear procedures. Ways to reduce it:
- show the caller's history and details as soon as the call is answered;
- keep answers to common questions in the script or the knowledge base;
- let supervisors help live, for example by whispering to the agent instead of taking over the call.
Announce holds and keep them short: callers accept a brief wait they were told about far better than silence.
In OVOKY's browser agent workspace, agents put a call on hold and resume it from the call controls.