Genesys Cloud - Main

Hi Rob,

The Hold number is counting the number of hold sessions, so if an agent puts a customer on hold, returns and puts them on hold again it should show 2 holds.

A transfer on its own, would not count as a hold, but if the agent put the customer on hold and then transferred them, it would count on both.

A consult would show as a separate segment not as a hold segment

I have a follow-up question.  If Consult is a separate number, is there an Average Consult Time?  Is the average time part of Hold Time?  How is this number located and is it part of AHT.  Thank you in advance.

Rob Luckett

APGFCU.

Hi Rob,

The Hold number is counting the number of hold sessions, so if an agent puts a customer on hold, returns and puts them on hold again it should show 2 holds.

A transfer on its own, would not count as a hold, but if the agent put the customer on hold and then transferred them, it would count on both.

A consult would show as a separate segment not as a hold segment

Hi Rob,

Sorry for the delay in response on this one. There is no average consult metric and the time is counted within hold.

I have a follow-up question.  If Consult is a separate number, is there an Average Consult Time?  Is the average time part of Hold Time?  How is this number located and is it part of AHT.  Thank you in advance.

Rob Luckett

APGFCU.

Hi Rob,

The Hold number is counting the number of hold sessions, so if an agent puts a customer on hold, returns and puts them on hold again it should show 2 holds.

A transfer on its own, would not count as a hold, but if the agent put the customer on hold and then transferred them, it would count on both.

A consult would show as a separate segment not as a hold segment