Average Hold Time definition

Average Hold Time means the average length of time calls were on hold.
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Average Hold Time means the sum of all call Hold Times divided by the number of calls
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Average Hold Time means Hold Time, applicable to all calls received during a specified timeframe, divided by the total number of calls received during the same specified timeframe.
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Examples of Average Hold Time in a sentence

  • Average Hold Time — The average length of time calls were placed on hold by an agent.

  • CMS defines Average Hold Time as - "time from entering a hold queue to being addressed by a customer service representative" in the 2006 Part D Reporting Requirements document.

  • Note the Average Hold Time defined by CMS generally equates to the industry terms of “average speed of answer” or “ASA”.

  • Please provide the CMS definition of Average Hold Time (element E).

  • No. The Average Hold Time, as defined by CMS, is measured while on hold before reaching a live CSR.

  • The Average Hold Time is calculated for all calls made to the call center and calls with a zero hold time must be included.

  • Detailed ACD reporting with all such statistics as Total Calls Offered, Percentage Offered, Percentage Abandoned, Average Talk Time, Average Call Handling Time, Total Hold Time, Average Hold Time, Total Queue Time, Average Queue Time, etc.

  • Number of calls received, number of calls answered, number of dropped calls, percentage of dropped calls, average delay time, Average Hold Time, percentage of calls answered in thirty (30) seconds, percentage of calls answered in ninety (90) seconds reported for the month.

  • Number of calls received, number of calls answered, number of 3343 dropped calls, percentage of dropped calls, Average Hold Time, percentage of calls 3344 answered in thirty (30) seconds.

  • For example, a 10%increase in calls will allow for a 10% increase in Average Abandon Rate and Average Hold Time.


More Definitions of Average Hold Time

Average Hold Time means the average amount of time Customers are placed on hold after Agents have answered calls.
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Related to Average Hold Time

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