Voice
Total Held Time
Definition
The aggregate time the selected agent or agent group kept callers on hold during the monitored period.
This statistic includes interactions derived from transfers.
Calculation
Ivanti Voice tracks the intervals for which each interaction associated with the agent is in the Queued state, and sums up the durations of these intervals.
Was this article useful?
The topic was:
Inaccurate
Incomplete
Not what I expected
Other
Copyright © 2018, Ivanti. All rights reserved.