PureEngage On-Premises

How to get total call hold time for just one call? For example: An agent gets a call and he put on hold for 5 mins and then retrieved. And then again he put on hold for 5 mins and retrieved.
Here the total call hold time should be 5+5 = 10 mins.
But in CCPulse I am able to get only stats for
1. Either Total call hold time that shows hold stats for all calls.
2. Or Recent Call Hold time that is 5 mins.

Is there a way to accomplish this. Please help.

Hi,

You can use below stat in order to show "current agent state", it will show as well current hold time for each call in case placed on hold and will reset for the next call.

Category=CurrentState
MainMask=*
Objects=Agent, GroupAgents
Subject=DNAction.


N.B. This stat support only real-time reporting. for historical you can use GI2 Agent details reports.

Regards,
Sherif

 

Hi,
  Thanks for the reply. This is not showing the correct Hold time. It is showing the most recent hold time. What I want is, the total hold times for each call. There may be one or more hold per call. I want the accumulation of all that hold times per call. What is happening now in CCPulse is it is showing the recent hold time. That is,
when an agent recieves a call --->

attends the call ------ CCP showing from 00:00
Hold the call ---------CCP showing from 00:00
retrieves the call ------ CCP showing from 00:00
again Hold the call ---- CCP showing from 00:00 (This is where I need a change. It has to start from the previous hold time.)

Thanks,
Kumar.