Return Call Hold Time Report

In the Return Call process, the system makes a return call, verifies that the correct caller is on the line, transfers the caller to the ACD Priority Queue to speak to the next available agent, and the agent answers the phone. Return Call Hold Time is calculated as the amount of time that a return caller had to wait in the ACD Priority Queue before speaking to an agent. This time should be minimal, as the caller is being transferred to queue at a priority higher than callers choosing to hold.

The Return Call Hold Time report has a start and end time setting, and displays a summary page and call detail based upon the values you enter. There are two extra settings, which are used for the Hold Time Distribution Analysis graph:

Return Call Hold Time Panel - Hold Time Distribution Settings

hold time distribution settings

One page is generated for "All Queues", and an additional page is printed for each queue.

See Report Glossary for details about each field.

Return Call - Hold Time

This section provides the number of return calls that resulted in the caller speaking with an agent. It also shows the median, average, minimum, and maximum times that those same callers had to hold after they were placed in the ACD Priority Queue before speaking to the agent.

ReturnCallHoldTime

Return Call - Hold Time Distribution Analysis

This section displays a line graph of the number of calls for each time interval. The first two time intervals correspond to the values you entered.

Time Intervals:

time interval configuration

Return Call Hold Time - Distribution Analysis Line Graph:

ReturnCallHoldTimeDistributionAnalysis

It also shows a chart of the number and percentage of calls for each time interval up to >15 minutes.

ReturnCallHoldTimePercent

Call Detail

Return Call - Hold Time call detail displays call detail records based upon the value you entered.

ReturnCallHoldTimeTimeInterval

Records are displayed in descending order by Return Call Hold Time in the following format:

ReturnCallHoldTimeDetail