Agent Initiated Customer Hold Time

AKA: Avg Agent Initiated Customer Hold Time, Max Agent Initiated Customer Hold Time

Statistic Name	Description	Function/Formula	API Name
Agent Initiated Customer Hold Time	The length of time that an agent, who isn't in internal consult, has a customer on hold. In other words, this statistic is measured when there is only one agent interacting with the customer and the agent places that customer on hold.	Total, Minimum, Maximum, Count	resource-initiated-customer-hold-time
	For all interactions during the given date range, the average length of time that an agent has a customer on hold. Time that a customer is on hold because the agent is in an internal consult is not included. This expression calculates the ratio of sum of all Agent Initiated Customer Hold Time to the total number of interactions: (Sum of all Agent Initiated Customer Hold Time)/(Total Interactions) Avg Agent Initiated Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). For example, consider the following interactions: Interaction A: The agent put the customer on hold for 30 seconds. The agent was not in an internal consult during this time. Interaction B: The agent put the customer on hold for 60 seconds. The agent was not in an internal consult during this time. Interaction C: The customer is on hold for 120 seconds while the agent is in an internal consult. In this example, the Avg Agent Initiated Customer Hold Time is 30 seconds (0:00:00:30): (30+60)/3	Average

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 Status Summary

Agent Summary by Queue

Interaction Detail by Contact

Service Level by Queue

Performance by Channel

Performance by Queue

Disposition Summary

Queue Interval Detail

Queue Sub Interval Detail

Message Detail

Recording & Messaging by Agent

Interaction Agent

Not all functions are available to this data set.