Genesys Cloud (formerly PureCloud)

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Average Hold Time - Significant Increase

  • 1.  Average Hold Time - Significant Increase

    Posted 01-11-2021 12:53
    Hello -

    Can anyone tell me why since migrating from Avaya to Genesys Cloud our average hold time has increased substantially?  Is there a link where I can review how hold time and other KPI's are being calculated?

    Thank You


    Thomas Jackson
    New Avon Company, a Delaware Corporation

  • 2.  RE: Average Hold Time - Significant Increase

    Posted 01-12-2021 04:22
    Hi Tom,

    There are a couple of places you can go to check this out. There is a page for Metrics Definitions on the Resource Centre.

    You can find a description of how Averages are calculated on metrics page on the Developer Centre:

    There's also another couple of great pages on how Genesys Cloud works with Conversations and Metrics. You have Conversations Overview and Conversations Detail Data Model.

    Hope that helps you some.

    Craig Stevenson
    Genesys - Employees