Genesys Cloud - Main

I wanted to clarify what I think I'm seeing regarding our agents "Hold" numbers.  If our agents complete a Consult or Transfer, will these numbers be included in their Hold number.  Is the Hold number only showing the number of Holds with no other phone interaction?  Also if an agent puts a member on hold, comes back to them and places them again on hold, is that considered 1 hold or 2 holds?  Thanks!

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

I wanted to clarify what I think I'm seeing regarding our agents "Hold" numbers.  If our agents complete a Consult or Transfer, will these numbers be included in their Hold number.  Is the Hold number only showing the number of Holds with no other phone interaction?  Also if an agent puts a member on hold, comes back to them and places them again on hold, is that considered 1 hold or 2 holds?  Thanks!

Rob Luckett

APGFCU

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

I wanted to clarify what I think I'm seeing regarding our agents "Hold" numbers.  If our agents complete a Consult or Transfer, will these numbers be included in their Hold number.  Is the Hold number only showing the number of Holds with no other phone interaction?  Also if an agent puts a member on hold, comes back to them and places them again on hold, is that considered 1 hold or 2 holds?  Thanks!

Rob Luckett

APGFCU

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

I wanted to clarify what I think I'm seeing regarding our agents "Hold" numbers.  If our agents complete a Consult or Transfer, will these numbers be included in their Hold number.  Is the Hold number only showing the number of Holds with no other phone interaction?  Also if an agent puts a member on hold, comes back to them and places them again on hold, is that considered 1 hold or 2 holds?  Thanks!

Rob Luckett

APGFCU