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FAQ-1563 CALL HOLD TIME REPORT

The hold time report is used to filter your call detail reports to only show calls that were put on hold.  You can filter for only incoming calls that were placed on hold, outgoing calls placed on hold (by using the call type pull down menu), or leave it at default to show both incoming and outgoing hold calls.

The detail report that is generated will be by extension (each extension on it's own page), and it will only show calls that were placed on hold.  The report will show the total call length (called duration on our reports), and hold time (how long that call was on hold during that total duration.  The hold time is included in the total duration. For example, if a call came in to your extension and was answered and then put on hold for 2 minutes, and then you took the call and talked for another 2 minutes, the total duration for that call would show as 4 minutes and the hold time would show as 2 minutes.

HOW TO RUN A CALL HOLD TIME REPORT

To run this report:
 

1. Start Call Accounting

2. From the Main Menu Select the REPORTS Menu.

3. From the REPORTS Menu select CALL CENTER REPORTS

4. Then select the CALL HOLD TIME REPORT

5. Select the Date Range, the Extension or Department, and the call type for that report (along with any other options)

6. Select OK to generate the report