Average Held Time

Definition

The average time the selected agent or agent group kept an interaction that completed during the monitored period on hold.

Note the following:

•The statistic only includes the hold time of interactions that end during the monitored period. If an interaction is on hold during the monitored period but ends after the monitored period, Ivanti Voice does not factor the interaction into the calculation.

•The statistic factors the total hold time of an interaction ending within the monitored period, even if the hold time is outside of the monitored period. For example, if the monitored period is from 11:45 AM to 12:45 PM and an interaction ends at noon after being on hold only from 10:20 am to 10:30 am, Ivanti Voice factors in 10 minutes of hold time into the calculation.

•The statistic compiles the total hold time interactions ending within the monitored period. If the interaction was on hold from 10:10 AM to 10:20 AM, and then from 10:40 to 10:46 AM, Ivanti Voice factors 16 minutes of hold time into the calculation.

This statistic includes interactions derived from transfers.

Calculation

When an interaction changes to the Completed state, Ivanti Voice performs the following equation: