Additions to calls Ended on Hold Metric
The calls ended on hold has been very well received by our customers. It would be helpful to display the total amount of calls placed on hold, and the total ended at varying time lengths, so that customers can determine the average length of time a call disconnects after being on hold.
Also, it appears the % Ended on Hold is derived from the total calls and the number of calls ended on hold. I suggest the %Ended on hold be taken from the total amount of calls placed on hold and the number of calls ended on hold.
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Sarah Frisbie
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