Customer Holds

AKA: Custom Holds, Customer Holds Count

Statistic Name	Description	Function/Formula	API Name
Customer Holds	The number of times that the customer was put on hold during an interaction. This expression formats Customer Holds so that if there aren't any customer holds, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of not showing any value.
Customer Holds Count	The number of times that the customer was put on hold during an interaction.	Count	customer-holds-count

Included in the following data sets:

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

Interaction Summary

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

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

Message Detail

Recordings & Messaging by Interaction

Recording & Messaging by Agent

Custom Interaction Attributes by Agent

Interaction

Interaction Detail