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Glossary

What are Active and Waiting Calls?

The Active and Waiting Calls KPI contrasts the volume of calls now active with the number of calls awaiting agent routing. All of your agents should be informed of this real-time status measure in order to provide them with information about their performance. In order to move on to the next caller in line, agents should be pushed to wrap up calls promptly. However, this shouldn't come at the expense of delivering outstanding customer service.

How Can We Measure Active and Waiting Calls?


Here, we have mentioned a formula that you can use to calculate your call center’s active and waiting calls at any time. So, let’s have a look at it.

Active Waiting Calls = ( Number of Calls on Hold / Total Number of Calls at the Moment ) * 100

Businesses use the active and waiting calls KPI to link their call volume to the number of callers waiting in line.


It is a real-time status statistic that you should use to keep all of your agents informed about their performance and what to expect.


Agent pressure is alluring. At this point, you should motivate your agents to finish calls quickly and transfer them to the incoming caller. But this typically leads to subpar call performance and a dismal client encounter.


Additionally, expediting service might not even be helpful! Agents who rush you might potentially lower your first contact resolution rate and increase incoming inquiries.

What Role Does the Active Waiting Call Statistic Play?


The number of current and pending calls is a key performance indicator (KPI) that measures how well customer support staff are doing. The KPI is used in contact centers to gauge performance, agent output, and other activities that increase customer satisfaction.


Customer service managers utilize KPIs to track how effectively and successfully a call center solution accomplishes organizational objectives.

How Can You Increase the Performance of Your Active and Waiting Calls?


It might be challenging to assist the consumer while getting them off the phone quickly, particularly when rates are cheap.


Here are some recommendations to help you improve the functionality of your active waiting calls.

Check out the agent's call performance:


Verify that you can listen in on conversations with your call center software. You may engage in active participation in very complicated calls while speaking with your agents live (only the agent can hear you).

Enhance call routing:


By directing calls to the most qualified person, call center software that offers excellent call routing speeds up call handling. It is crucial to confirm that your routing system is current and able to satisfy the specific requirements of your business.

Keep customer data up to date:


Verify the integration capabilities of your software. Every linked business tool receives an automatic update when an agent makes changes to data in one system.


It does away with the requirement to use many programs at once. Teach your contact center and sales staff to regularly examine and fix any incomplete or inaccurate client information.

Create a distinctive on-hold message:


The music playing in your call queue may also have an impact on how long customers are prepared to wait. When choosing on-hold music, bear in mind your target audience, but as a general rule, keep the music upbeat and upbeat.


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