Reporting, Queue calls placed on Hold

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

Reporting, Queue calls placed on Hold 5 5 1votes
5/5, 1 vote

  1. Lester Williams

    Apr 11, 2017
    Likes Received:

    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

    Jun 7, 2007
    Likes Received:
    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

    May 8, 2017
    Likes Received:
    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:

    | 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              |


    | 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