Average Hold Time
Average Hold Time is a metric used in call centers and other customer service environments to measure the average amount of time a customer spends waiting on hold before their call is answered by an agent. It can also be defined as the average time a customer waits in a queue before being connected to an agent. It is usually used to evaluate the performance of a call center and identify areas where improvements can be made. A lower Average Hold Time generally indicates that customers are spending less time waiting on hold, which can lead to improved customer satisfaction and a better perception of service quality.
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