Genesys online documentation for Hold Time Ratio in gamification indicates the channel for this metric is Voice.  I have added this metric into a gamification profile and Hold Time Ratio appears to be calculated for all channels not just Voice.

One of my business lines has voice and chat.  Some agents are blended, handling both voice and chat, while others only handle chat.  I looked at an individual who only handled chat interactions and the Hold Time Ratio in gamification display a percentage greater than 0%.  The Hold Time Ratio displayed is equivalent to chat media time Total Hold Time / chat media type Total Handle Time.

Is the online documentation not accurate, am I missing something, or is there an issue with the Hold Time Ratio metric in gamification?

Metric name	Channels	Units	Metric measured
Average Hold	All	Seconds	Total hold time / Count of interactions with a hold
Hold Time Ratio	Voice	Percent	Total hold time / Total handle time

#Gamification

------------------------------
Audrey K
------------------------------

Hi Audrey -

Thanks for the feedback. You are correct, Hold Time Ratio metric in Gamification currently is inclusive of all channels and not just limited to voice. The documentation needs correction and we will be updating this shortly. 

On same note, we also have a feature coming very soon that will allow you to create gamification metrics by media type, queue that might be useful in your context.

------------------------------
Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management
------------------------------

Original Message:
Sent: 05-16-2022 15:57
From: Audrey Kielbasa
Subject: Hold Time Ratio

Genesys online documentation for Hold Time Ratio in gamification indicates the channel for this metric is Voice.  I have added this metric into a gamification profile and Hold Time Ratio appears to be calculated for all channels not just Voice.

One of my business lines has voice and chat.  Some agents are blended, handling both voice and chat, while others only handle chat.  I looked at an individual who only handled chat interactions and the Hold Time Ratio in gamification display a percentage greater than 0%.  The Hold Time Ratio displayed is equivalent to chat media time Total Hold Time / chat media type Total Handle Time.

Is the online documentation not accurate, am I missing something, or is there an issue with the Hold Time Ratio metric in gamification?

Metric name	Channels	Units	Metric measured
Average Hold	All	Seconds	Total hold time / Count of interactions with a hold
Hold Time Ratio	Voice	Percent	Total hold time / Total handle time

#Gamification

------------------------------
Audrey K
------------------------------

Thank you for the quick response.  Anxiously awaiting the feature to create metrics by media type.

------------------------------
Audrey K
------------------------------

Original Message:
Sent: 05-16-2022 17:19
From: Shikha Khattar
Subject: Hold Time Ratio

Hi Audrey -

Thanks for the feedback. You are correct, Hold Time Ratio metric in Gamification currently is inclusive of all channels and not just limited to voice. The documentation needs correction and we will be updating this shortly.

On same note, we also have a feature coming very soon that will allow you to create gamification metrics by media type, queue that might be useful in your context.

------------------------------
Shikha Khattar
Genesys - Sr. Product Manager - Workforce Engagement Management

Original Message:
Sent: 05-16-2022 15:57
From: Audrey Kielbasa
Subject: Hold Time Ratio

Genesys online documentation for Hold Time Ratio in gamification indicates the channel for this metric is Voice.  I have added this metric into a gamification profile and Hold Time Ratio appears to be calculated for all channels not just Voice.

One of my business lines has voice and chat.  Some agents are blended, handling both voice and chat, while others only handle chat.  I looked at an individual who only handled chat interactions and the Hold Time Ratio in gamification display a percentage greater than 0%.  The Hold Time Ratio displayed is equivalent to chat media time Total Hold Time / chat media type Total Handle Time.

Is the online documentation not accurate, am I missing something, or is there an issue with the Hold Time Ratio metric in gamification?

Metric name	Channels	Units	Metric measured
Average Hold	All	Seconds	Total hold time / Count of interactions with a hold
Hold Time Ratio	Voice	Percent	Total hold time / Total handle time

#Gamification

------------------------------
Audrey K
------------------------------