Hold time
How long a caller waits on hold, in a queue or during a transfer before reaching someone who can help.
Use this definition in team training or when clarifying a sales note.
Definition
Hold time covers every part of the wait: the queue before anyone answers, a hold while the rep checks availability or pricing, and the gap during a transfer between departments. Most phone systems report it, and most teams review it far less often than they review talk time.
A caller who abandons while on hold is a missed opportunity even though the call was technically answered.
Why it matters
Long holds and clumsy transfers are staffing and routing problems rather than skill problems, which makes them among the quickest wins available. They also cluster at predictable hours, so the fix is often a schedule change rather than a new process.