Hold Time
This data export field displays the duration for which a call between two parties was put on hold by an agent for the CONTACT action.
See also, Call Duration Charts.
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Historical Data Source |
CONTACT Actions |
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Channels |
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Size (bytes) |
8 |
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Filter |
Hold Time |
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Dimension |
None |
Format
By clicking the current duration format, you can select another format, which may be more appropriate for your report.
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The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not. |
Example
This data export report shows an incoming call, which was answered by an agent via a queue and which the agent then warm-transferred directly to another agent.
The value in row 2 indicates that the caller had been held for 4:16 minutes immediately before the transfer was completed.
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Hold Time |
|||||
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1909807854436409606 |
2018-07-30 17:22:19 |
consultation |
transfer_complete |
0 |
4:05 |
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1909807807192832126 |
2018-07-30 17:22:20 |
initial |
transfer |
4:16 |
2:36 |
|
1909807807192832126 |
2018-07-30 17:30:19 |
transfer |
disconnect |
0 |
7:59 |
The Hold Time value relates to the Call ID value (the first row relates to the inter-agent part of the communication and the subsequent rows to the caller part of the connection).
Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |