Agent Hold Time - SCCS 4.0 Reports

[fonchick]

Good Morning,

I have been seeing anomolies in agent hold time where the hold time is greater than the talk time for certain agents. I understand that hold time is not only for the talk time for a Symposium call, but also any time an agent initiates a transfer until the transfer or conference is completed. I also realize that the personal DN hold time is pegged. However, I have agents that don't have any DN calls occuring at the time, did not transfer and yet their hold time is still higher than their talk time. They were not offered any default ACD calls...I have even wondered if it is consultation time but nothing is pegged under consultation time as well. What else could be contributing to the hold time? Is there a way for the agents to manipulate hold time at all?

Thanks
Fonchick

 

[atascoman]

Is your system on the latest patches from Nortel. This sounds like it might be a bug.

 

[fonchick]

Hello,

We are pepped to 10 on both the server and client. I thought it sounded like a bug as well but just wanted to make sure I wasn't missing something...

FC