Hold Time
This data export field displays the hold time on a call leg. This includes manual holds and automatic holds during call transfers.
See also, Call Duration Charts.
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Historical Data Source |
CONTACT Data Records |
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Category |
UC |
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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 is for the following incoming call scenario:
Agent Edward answered the call and talked to the caller for 3 minutes.
Edward initiated a warm transfer to agent Craig.
Edward completed the transfer at which point the caller had been listening to hold music for 1 minute (15 seconds of this was the consultation call setup duration between the two agents followed by 45 seconds of consultation).
Craig spoke to the caller for 4 minutes and 15 seconds.
Craig put the call on manual hold for 30 seconds.
Craig and the caller talked for another minute before the call ended.
Row 1: The caller experienced a hold time of 1:30 with the two agents (1 minute during Edward's warm transfer attempt and then 30 seconds in the call with Craig)
Row 2: Edward had put the caller on hold for 1 minute.
Row 3: Craig had put the caller on hold for 30 seconds.
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2020-06-17 19:26:39 |
I |
07700900432 |
01614960654 |
8:15 |
1:30 |
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2020-06-17 19:26:45 |
O |
07700900432 |
WebiPath_129_122281 |
Edward Redwood |
3:00 |
1:00 |
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2020-06-17 19:30:10 |
O |
07700900432 (2007) |
00156527D65C |
Craig Milliband |
6:00 |
0:30 |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
Always 0 |
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Includes all manual and automatic hold times in the call |
EXTERNAL INCOMING CALL (2 legs) |
Hold time applied to the caller by the user |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
Includes all manual and automatic hold times in the call |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
Includes all manual and automatic hold times in the call |
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Initial called party leg (2nd leg) |
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Hold time applied to the caller by this user |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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Hold time applied to the caller by this user |
Remarks
There is usually a difference of a fraction of a second for the hold time reported on the two communication legs between two parties. This is the time between one leg holding the call and the other being notified, or one leg resuming and the other waiting for a signal to resume.
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 |