What report can I use to analyze the use of hold and mute functions by agents?
Written by Jhon Bairon Figueroa
Updated at February 25th, 2025
Table of Contents
Symptom / Need
Contact center supervisors and managers require tools that allow them to monitor and evaluate how agents use the “Hold” and “Mute” functions during calls. Having this information helps them identify patterns, opportunities for improvement, and ensure an optimal customer experience.
Context / Scenarios
- Quality of Service: Supervisors who need to analyze the proper use of hold and mute functions to ensure efficient and uninterrupted service.
- Agent Training: Managers looking to identify agents who require additional training in the proper handling of these functionalities.
- Continuous Improvement: Analysts who want to detect optimization opportunities in customer service processes.
Answer (Solution/Recommendation)
The "9. Hold Time and Mute x Agent" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to analyze the use of hold and mute functions by agents. This report provides a detailed breakdown including:
- AGENT_NAME: Name of the agent.
- COUNT: Number of times the agent has used the hold and mute functions.
- HOLD_TIME: Cumulative time that the agent has left customers on hold.
- MUTE_TIME: Cumulative time that the agent has been in "mute" mode.
- TOTAL_TIME: Total accumulated time that the agent has used the hold and mute functions.