How do I determine the amount of time a voice call is placed on hold? Often agents place a call on hold while they look up information.
Time a call is on hold
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The best way to calculate the On Hold time for calls is by using one of the "Leg on-hold time" metrics in Zendesk Explore. Specifically, you can use the Leg on-hold time (sec), Leg on-hold time (min), or Leg on-hold time (hrs) metrics to see the total On Hold time in a ticket. You can find more information about these metrics in Metrics and attributes for Zendesk Talk.
For example, I created a basic report in my test account using the Talk: Calls Dataset. After applying the Leg on-hold time (sec) metric and the Ticket ID attribute, I'm able to see the total On Hold time for each of my Voice tickets: