How to read the Agent Parked Call Report to see hold-time drops

Putting a caller on hold is sometimes unavoidable — an agent needs to look something up or grab a supervisor. The problem starts when callers are parked too long and hang up before anyone comes back. The Agent Parked Call Report is how you measure that, agent by agent, for a single day.

It shows the number of calls parked by each agent and per timeframe, the average time on hold across all parked calls, and the number of calls that dropped while the customer was still waiting. That last figure is the one that costs you money.

What "parked" means here

When an agent parks a call, VICIdial places it in a holding spot — a Call park slot — and typically plays Music on hold while the customer waits. The report counts each of those events and tracks how long the customer sat there. A parked call that ends with the customer hanging up is an Abandoned call from the customer's side, and that is what the drop figure captures.

The three numbers to read together

• Calls parked, by agent and timeframe — a high count for one agent points at a habit; a spike in one timeframe points at an event, like a system slowdown or a rush of hard calls.
• Average time on hold — your Estimated hold time in practice. The longer it runs, the more callers you lose, and the curve is steep past a minute or two.
• Calls dropped on hold — the bottom line. Read it against your total parked calls to get the share of holds that ended badly, which behaves like a hold-specific Drop rate.

flowchart TD
  A[Agent parks call] --> B[Customer hears hold music]
  B --> C{Agent returns in time?}
  C -->|Yes| D[Call resumes - counted as parked]
  C -->|No| E[Customer hangs up]
  E --> F[Counted as dropped on hold]

Turning the numbers into action

Read the report by agent first. One agent with far more parks than the rest usually means a coaching opportunity — they're parking instead of handling, or they're getting stuck on questions they could answer. A timeframe with a sudden cluster of long holds across many agents points the other way: something systemic, like a slow lookup tool or a thin shift, made everyone reach for the park button at once.

This report runs for a single day, which makes it ideal for "what happened yesterday" reviews but not for spotting a slow drift over weeks. For that, sample it across several days and watch whether the dropped-on-hold count creeps up.

A dropped-on-hold call and a call that dropped for a network reason look similar in the totals but have different causes. If your drops cluster at the carrier rather than at the park, the Hangup Cause Report will separate the two, and the VICIdial troubleshooting playbook shows how to chain the reports together.

On a VICIfast box the parked-call data is captured from day one, so you can spot a rising drop-on-hold trend before it shows up in your conversion numbers. See what every plan includes.