On Hold Timer: Show timer counting how long call has been on hold | Community
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On Hold Timer: Show timer counting how long call has been on hold

Related products:Phone
  • April 14, 2026
  • 1 reply
  • 51 views
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QA Metrics typically track how long a call was on hold for - we like to train our agents to stay under a certain threshold. Our previous phone provider had a timer that counted how long the the call had been on hold once the hold button was pressed. This helps the agents stay accountable when tracking how long they’ve left customer’s on hold. We would love to see this feature land on the roadmap soon. 

    1 reply

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    • Dariya Khan
    • New Participant
    • June 22, 2026

    Strongly upvoting this! Our team is facing the exact same challenge. Right now, agents have to manually track their hold times, which adds unnecessary stress while they are trying to resolve a customer's issue.

    In our workflow, we have a 3-minute hold limit. Without a visible timer directly inside the Intercom call box, it’s too easy to lose track of time. This occasionally leads to extended holds, quality markdowns, and customer dissatisfaction (DSAT).

    Adding a live hold timer would be a massive upgrade. It would allow agents to focus 100% on fixing the actual problem instead of constantly worrying about the clock. Really hope the Intercom team considers this soon!

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