scriptscience
Technical User
If an agent is presented with a call and puts it on hold, is this included in the skillset talk time? Is there any report where this hold time time shows up?
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agents putting calls on hold 1
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Milesprower
Programmer
Hold time is included in skillset talk time. There is a separate data element for it in the database but it is not shown on any of the standard reports.
If you are reasonably capable with Crystal Reports, you can alter an existing report template to include Hold Time as a separate column.
Or - if you have Contact Center 6, you can also use the Report Creation Wizard to design a report to show the Hold Time separately.
If you are reasonably capable with Crystal Reports, you can alter an existing report template to include Hold Time as a separate column.
Or - if you have Contact Center 6, you can also use the Report Creation Wizard to design a report to show the Hold Time separately.
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