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 Real Time On Hold Metric?

Bradley Madden's profile image
Bradley Madden 8x8 User posted 06-19-2024 16:13

Is there a way to have an agent specific metric to track their on hold time in real time? 

Looking to set this up as a warning threshold so agents/and or supervisors would be audibly pinged via a dashboard if an agent passes a customizable threshold of having a call on hold (say 3 minutes).

On hold time is available to set up as a warning threshold but only for an interval of 15 minutes.  If the agent goes over the threshold, the warning will audibly ding until the metric is refreshed after 15 minutes.

Alina Maxim's profile image
Alina Maxim posted 06-20-2024 10:24

Hello Bradley,

Thank you for opening this thread. I've reached out to our product team to confirm whether the feature you're looking for is available. I will update you as soon as I have more information.

Beth Steiger's profile image
Beth Steiger 8x8 User posted 06-24-2024 06:05

We have this need as well.  The only way I have found to do it is in a report that needs to be refreshed (constantly) to get updated information.  The metric you are looking for is "Queue Wait Duration".

While not ideal, it is better than nothing.

I would be interested in knowing if Alina can find a better way to do this...

Alina Maxim's profile image
Alina Maxim posted 06-25-2024 09:33

Hello Bradley and Beth, 

upon checking internally I can confirm that, at this time, this feature is not available. However, we are always looking to improve and expand our offerings based on customer feedback. I have submitted your feature request to our product development team for consideration.

 
Please note that while your feature request has been added to the list, it will undergo internal review and prioritization alongside other initiatives and as a result, we cannot guarantee an immediate implementation of Real-Time On Hold Metric

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