Customer Hold Time

AKA: Avg Customer Hold Time, Total Customer Hold Time

Statistic Name	Description	Function/Formula	API Name
Customer Hold Time	The total time that a customer was put on hold during the life of an interaction. For example, if an agent puts a customer on hold three times while speaking to them for 20 seconds, 40 seconds, and 35 seconds, then the hold time is 95 seconds (20+40+35).	Minimum, Maximum, Total, Count	customer-hold-time
	For the given date range, the average length of time that customers were on hold during in interactions. Interactions where the customer wasn't placed on hold are included. The expression calculates the ratio of the sum of all Customer Hold Time to the total number of interactions: (Sum of all Customer Hold Time/Total Number of Interactions) Average Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). For example, consider the following interactions: Interaction A: The customer is placed on hold twice: the first time for 60 seconds and the second time for 90 seconds. Interaction B: The customer is placed on hold twice: for the first time for 60 seconds and the second time for 30 seconds. Interaction C: The customer isn't placed on hold. In this example, the Average Customer Hold Time is 80 seconds or 1 minute 20 seconds (0:00:01:20): (60+90+60+30)/3	Average

Included in the following data sets:

Interaction Summary

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Agent

Interaction Detail by Contact

Abandoned Channel by Day

Performance by Channel

Inbound Traffic by Hour

Disposition Summary

Queue Interval Detail

Queue Sub Interval Detail

Queue Interactions

Queue Entries

Message Detail

Recording & Messaging by Interaction

Recording & Messaging by Agent

Custom Interaction Attributes by Agent

Interaction