Longest Hold Time on Talkdesk Live™ is a contacts data model metric.
The maximum time that contact is on hold. For all the contacts on hold at a given moment, the widget shows the longest contact’s duration on hold.
The default name for this widget is “Longest Hold Time”, but you can change it to a custom name up to 64 characters.
The Longest Hold Time metric can be broken down by queue, by team, or by direction.
The widget displays a list of queues with each respective queue’s Longest Hold Time. (See Visualization.) The queues for this breakdown are the queues in which contacts arrived.
When the team breakdown is applied, the widget displays a list of teams with each team’s respective Longest Hold Time. (See Visualization.) These teams represent the teams assigned to the agents who handled the contacts.
The widget displays Inbound and Outbound with the Longest Hold Time for each direction. (See Visualization.)
In breakdown mode, you can sort the Longest Hold Time metric by Queue, Team, Direction, or Value. You can sort the information by alphabetic order or by value.
The “Longest Hold Time” widget is a real-time metric, and the time span cannot be modified.
The default visualization for Longest Hold Time is Metric.
If the queues' breakdown is selected, the visualization will automatically change to List.
If the team breakdown is selected, the visualization will automatically change to List.
If the direction breakdown is selected, the visualization will automatically change to List.
You can set up to three threshold rules for the Longest Hold Time. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
The format for the Longest Hold Time metric threshold is mm:ss.
You can filter the Longest Hold Time metric by queues, by a team, or by direction:
- This filter applies to the queues in which the contacts are on hold.
- Applying only the team filter shows you the Longest Hold Time of the agents on the selected teams, regardless of the queues the contacts arrived in.
- Applying only the direction filter will give you the Longest Hold Time of inbound contacts or outbound contacts in all queues handled by agents in all teams.
- Applying both the queue and team filters together will give you the intersection of both filters –the Longest Hold Time for contacts answered in the selected queues by agents on the selected teams. This will combine both inbound and outbound Longest Hold Time into a single value. You can add the direction filter to show Longest Hold Time for only inbound or only outbound as desired.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.