Question: Average Hold Time metric support / roadmap

[MTS_JP]

Hi all,

Is there currently a native way to pull an Average Hold Time metric for call queues in 3CX, or is this planned for a future update?

Thanks!

 

[Alphabetic]

Assume you mean wait time?

You can get this statistic daily for queues in the panel view in real time



or you looking for a report?

You'd have to pull off a call report to your queue in CSV.

In Excel filter the status column by "waiting" and then average out the talking time.

 

[Alphabetic]

I also realise the 2 wait times dont match up so idk how the panels calculating

 

[Alphabetic]

Ah sorry, I just also realised I pulled all the columns in my calc which were not in my filter.

forgive me, ive had a raging headache all day and its friday -.-"

 

[MTS_JP]

Thanks for sharing this, but I think there's a slight misunderstanding of the metric. This workaround calculates Queue Wait Time (how long a customer waits before an agent answers).

My question is specifically about In-Call Hold Time. The duration an agent places a client on hold after answering, during an active conversation. Since 3CX lumps mid-call hold duration into total talk time and doesn't track the hold button natively, this CSV method doesn't capture it.

Just wanted to clarify in case anyone else is looking for mid-hold metrics specifically!

 

[Alphabetic]

Thanks for sharing this, but I think there's a slight misunderstanding of the metric. This workaround calculates Queue Wait Time (how long a customer waits before an agent answers).

My question is specifically about In-Call Hold Time. The duration an agent places a client on hold after answering, during an active conversation. Since 3CX lumps mid-call hold duration into total talk time and doesn't track the hold button natively, this CSV method doesn't capture it.

Just wanted to clarify in case anyone else is looking for mid-hold metrics specifically!

oh.. I dont even think 3CX track this statistic