What is Hold Time?
Hold Time is the number of minutes a customer has to wait until he’s connected to an agent.
Tracking the average hold time on your live chat service can help overall efficiency and manage support agents faster. If the holding time is too long, it may indicate a problem with the way agents are trained or a gap in the workflow. In order to better optimize and avoid long holding time, hiring more well-trained agents is recommended.
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Hold Time was last modified: May 9th, 2019 by