Agent Hold Time

AKA: Avg Agent Hold Time, Agent Hold Time Percent, Total Agent Hold Time, Agent Hold Percent Time

Statistic Name	Description	Function/Formula	API Name
Agent Hold Time	The amount of time that an agent was on hold during an internal consult. Agent Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).	Maximum, Minimum, Total
Agent Hold Time Average	For the given date range, the average length of time that agents were on hold during internal consults for all interactions. This expression calculates the ratio of the sum of all Agent Hold Time to the total number of interactions: (Sum of all Agent Hold Time)/(Total Number of Interactions) Average Agent Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). For example, consider the following interactions: Interaction A: An agent is placed on hold twice: once for 60 seconds and 90 seconds. Interaction B: An agent is placed on hold twice: once for 60 seconds and another time for 30 seconds. Interaction C: No agents in the interaction is placed on hold. In this example, the Average Agent Hold Time is 80 seconds or 1 minute 20 seconds (0:00:01:20): (60+90+60+30)/3	Average
Agent Hold Time Percent	Out of the amount of time that an agent was online for the given date range, the amount of time that they spent on hold during an internal consult. This expression calculates the percentage and shows it up to one place after the decimal. For example, 10.6%.	Percentage

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Agent

Interaction Detail by Queue

Agent Quality

Agent Performance

Agent Status Summary

Agent Summary by Queue

Interaction Detail by Contact

Service Level by Queue

Performance by Queue

Performance by channel

Disposition Summary

Queue Interval Detail

Queue Sub Interval Detail

Message Detail

Recording & Messaging by Agent

Interaction Agent

Agent Interval

Not all functions are available to this data set.