Reporting, Queue calls placed on Hold

Discussion in 'Ideas' started by Lester Williams, May 8, 2017.

Reporting, Queue calls placed on Hold 5 5 2votes
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  1. Lester Williams

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    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.
     
  2. nb

    nb Support Team
    Staff Member 3CX Support

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    If you put a person on hold 3 times for 10 seconds each time for example - What would you expect?
    Can you draft a report mockup on an existing report? Give us an example.
     
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  3. Jort Bloem

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    Hi Nicky,

    I'm the person actually trying to write the report, so I'll stick my nose in here.

    Modeled after the call log:

    Code:
    | Date/time             | From | To     | Talking  |Hold time |Hung up on hold |
    | 05/01/2017 1:36:34 PM | Jort | Lester | 00:10:34 |00:00:30  |No              |
    

    OR

    Code:
    | Call number | Hold start             | Hold end               |
    | 12345       | 2017-05-10 11:23:12 am | 2017-05-10 11:23:22 am |
    | 12345       | 2017-05-10 11:23:45 am | 2017-05-10 11:23:55 am |
    | 12345       | 2017-05-10 11:24:10 am | 2017-05-10 11:24:20 am |
    
    This assumes there a "call number", some unique identifier that we can use to find the related call. Then we can see if it ended at 11:24:20am, +-1 second, in which case they hung up while on hold.

    NOTE! "Hold time" is AFTER the call has been answered, not to be confused with "Ringing time".
     
    #3 Jort Bloem, May 8, 2017
    Last edited: May 9, 2017
  4. cornerstone

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    I am told this is a standard report function in most call center metrics.
     
  5. nb

    nb Support Team
    Staff Member 3CX Support

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    I think this is complicated to do.

    If you put the call on hold after you answered, Well that hold time is required to service that call.

    I think if you put me on hold to check something for me for 30 seconds, those 30 seconds are an experience of that call and they were required for the agent to service my needs.

    It can be considered as talking / serviced time.

    However if you have a report of another reporting system that displays this information, I would be happy to see some screenshots and take some ideas.

    Did you check if this can be done easier using CDR?

    Thanks
     
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