Introduction

The report "9. Hold Time and Mute by Agent" from the "Agents" report group allows you to identify, for each agent, how many times they used the Hold (placing the customer on hold) and Mute (muting their microphone) functions, and how much time they accumulated in each during the queried period. It is useful for operational control, auditing best practices in calls, productivity analysis (downtime), and detecting patterns of excessive use of hold or mute.

Report Information

• AGENT_NAME: Name of the agent to whom the results correspond; used to quickly identify who has higher or lower use of Hold/Mute and to compare behaviors between individuals or teams.
• COUNT: Count of the number of times the agent used the Hold (placing the customer on hold) and Mute (muting their microphone) functions during the queried period; this value is numeric and allows you to measure frequency of use (not duration).
• HOLD_TIME: Accumulated time the agent kept the customer on hold during the period; presented in default HH:MM:SS format and used to detect prolonged or excessive holds.
• MUTE_TIME: Accumulated time the agent had their microphone muted during the period; presented in default HH:MM:SS format and helps evaluate conversation pauses, internal consultations, or operational silences.
• TOTAL_TIME: Total sum of time associated with the use of Hold and Mute by the agent during the period; presented in default HH:MM:SS format and serves as a consolidated indicator of "non-conversational" time related to these two functions.