On Hold Time

[ell11]

Hi

Is there a standard report in Nortel CC7 which shows how often and how long an agent has put calls on hold for?

I thought this would be listed under the agent performance report, but I can't find it anywhere.

Thank you

 

[bajangsa]

If you use Report Creation Wizard you can include the formula:
@RCW_HoldTime
Lists the total time an agent spends on hold during Contact Center Manager calls for this application.

However, I have always found Hold Time difficult to work with, since you also get Hold Time during a Conference Call, the system does not differentiate regular HoldTime and HoldTime during a Conferenced Transfer.