Average hold time

This is the average length of time a customer is put on hold before interacting with a call center agent. It’s typically calculated using a large volume of data over a specified period of time.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Average hold time

Related capabilities

Workforce engagement management

Analytics and reporting

Employee performance management

Workforce forecasting and scheduling