Genesys Cloud - Main

Does anybody know the meaning/calculation used for "Average Hold Handled" in Queue Performance reporting?  Not finding information in the knowledgebase.  Thanks.
#Reporting/Analytics

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Steven Strom
Financial Industry Regulatory Authority, Inc.
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Good question,

All I could find was from a March 22 Release note below. But the metrics definition pages are not updated with this, and neither are Queue Performance knowledge pages either. 
But sounds like it held time / all calls
Rather than hold time / total hold calls which is the normal avg hold time

Edit: Correction the Performance Knowledge article was updated


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Anton Vroon
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Thanks @Anton Vroon !  Appreciate the response.

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Steven Strom
Financial Industry Regulatory Authority, Inc.
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Original Message:
Sent: 10-03-2022 15:49
From: Anton Vroon
Subject: Average Hold Handled metric

Good question,

All I could find was from a March 22 Release note below. But the metrics definition pages are not updated with this, and neither are Queue Performance knowledge pages either.
But sounds like it held time / all calls
Rather than hold time / total hold calls which is the normal avg hold time

Edit: Correction the Performance Knowledge article was updated


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Anton Vroon
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