Agent Initiated Customer Holds

Statistic Name	Description	Function/Formula	API Name
Agent Initiated Customer Holds	The number of times that an agent, who wasn’t in an internal consult, placed a customer on hold. This statistic is measured when there is only one agent interacting with the customer and the agent places that customer on hold.	Count

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

Agent Quality

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