Total Hold Time

Description

The period during which a customer was put on hold during a contact The entire communication experience for a customer, from beginning to end..

In systems with multiple switches, Switch Call ID or ANI are used to retrieve interactions that comprise an entire contact, instead of using the Contact ID. In this case, this field may not contain information related to the entire contact.

In searches, it is used to search for interactions, evaluations, and assessments.

Avg. Total hold time: in several parts of the system, you see the average value of this metric. The average value is calculated based on all the contacts retrieved by your filter and search criteria.

Field information

From the list, select the relevant operator and type the relevant time value, in minutes and seconds.

Valid characters

Value can be any time between 00:00 and 59:59.

Wildcard usage

N/A

Note

N/A