Hello,
This would be when you have multiple interactions at the same time and switch between the two to respond to different customers. By default chat cannot be interrupted except with additional chats but you could have an email or other ACD task that is interrupted by a chat and switch between the two.
So Hold Time = Time working on other interactions
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Richard Chandler
G3 Comms Ltd
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Original Message:
Sent: 02-14-2019 18:03
From: Ann Magie
Subject: Definition of "Hold Time" for a Web Chat
What is the definition of Hold time when looking at Performance for Web Chat??
| Average hold | The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds |
| Held interactions | The number of interactions with holds. |
| Hold | The cumulative hold time for all interactions. |
#Reporting/Analytics
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Ann Magie
Xpressdocs Partners, Ltd.
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