Hello, A potential client has a reporting requirement. Here is the scenario. A caller reaches a queue and is answered, the agent has a customer walk into the store at the same time who needs assistance immediately. The agent then tells the caller he will be putting them on hold while he handles the customer in the store. The potential client needs a report of the time that caller was on hold after being answered from the queue. The other reason for this is the client believes that customers will hold for longer if they have "human" interaction. So agents will answer a call immediately from the queue even if they are busy and ask the caller to please be patient and put them on hold rather than leaving the caller in the queue.