• DELanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Produkte

    Produkte

    • Digital & Selbstbedienung

    • Workforce Engagement Management

    • Routing & Orchestration

    • CX-Analytik

    • Automatisierung

    • Offene Cloud-Platform

  • Lösungen

    Lösungen

    • Konzerne

    • KMU

    • Kundenerlebnis verbessern

  • Serviceleistungen
  • Ressourcen

    Ressourcen

    • Ressourcen-Bibliothek

  • Unternehmen

    Unternehmen

    • Über uns

    • DELanguages
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Kontakt
      • linkedinlinkedinlinkedinlinkedin
      • Home
      • Glossar
      • Hold Time
      View a demo
      Get a quote
      Resource library

      On this page

      • What is Hold Time?
      • Explore Products
      • What can NICE do for you?

      • SCHEDULE A DEMO

      Möchten Sie mehr erfahren?

      Abonnieren Sie unseren Newsletter

      IN VERBINDUNG BLEIBEN

      linkedinlinkedinlinkedinlinkedin
      • Terms of Use
      • Privacy Policy
      • Legal
      © 2025 NICE

      What is Hold Time?

      Hold time is the total amount of time a caller spends in an agent-initiated hold status. In other words, the caller connects with an agent, they typically have some discussion, and then the agent puts them on hold, meaning the call is not disconnected but the caller is in a sort of limbo until the agent takes them back off hold. Agents can put callers on hold for a variety of reasons, ranging from asking their supervisor for help resolving the caller's issue to needing to cool down because the caller is very angry.

      Whatever the reason for hold time, it's a measurement that contact centers should manage and keep to a minimum. Higher than ideal average hold times are probably a symptom that something is wrong and that it's time to investigate and address the issue. Since average hold times can be drilled down to the agent level, that's a good place to start. Supervisors may find that agents with high hold times might need refresher training. If it's an issue affecting the whole team, then it might be resolved by beefing up the knowledge-base or by adding a subject matter expert who can roam the floor and quickly address agents' questions. Average hold time can also be added to agent dashboards to add further visibility to the metric and help agents to self-manage.

      Hold time needs to be watched and action taken when it's out of variance. Nobody likes to sit on hold. In fact, it makes a lot of people mad. So excessive hold times can wreck the customer experience. Effectively managing hold time is one more tool contact centers can use in their quest to deliver consistently high quality service.

      How NICE is Redefining Customer Experience

      NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

      Back to Glossary

      Contact us

      If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

      Omnichannel interaction routing

      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Engagement

      Automated notetaking

      AI Copilots

      Interaction Recording

      Quality Management (QM)

      Performance Management (PM)

      Feedback Management

      Interaction Analytics

      Autopilot

      Proactive AI Agent

      Knowledge Management

      Experience Optimization (XO)

      CRM Integrations

      UCaaS Integrations

      Call Center Software

      Customer Experiences

      Enlighten AI for CX

      Interaction Orchestration

      Workforce Augmentation

      Service Automation

      Platform