HOLDCALLS (Skill vs Agent)

[caper11752]

Hello,

I'm trying to figure out why when I run an agent report vs a skill report that holdcalls are greated on the agent report when compared to the skill report. Any ideas? I've looked at the definition of holdcalls in the cms definitions but it didn't help.

 

[caper11752]

Anyone? I've searched everywhere and cannot find out what constitutes a HOLDCALL in a skill report, versus a HOLDCALL in an agent report.

 

[bleebrant]

The agent report would also include hold time for non-ACD calls.

 

[Coineandude]

Look in the help under Definitions of CMS calculations. Go to Standard CMS Dictionary calculations and compare with whatever is actually in your report.

The shorter answer was already mentioned - non ACD call associated hold time should represent the bulk of the difference.