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  • 1.  Average Hold Time

    Posted 01-12-2026 13:34
    No replies, thread closed.

    I understand the Hold numbers are just for when representatives place a member on hold and does not include Consult and Transfers.   Is the Average Hold Time also only the amount of time representatives just place a member on hold?  Does this include Consult Hold time as well?  

    Rob Luckett

    APGFCU


    #Reporting/Analytics

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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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  • 2.  RE: Average Hold Time

    Posted 01-13-2026 07:19
    Edited by Brian Jones 01-13-2026 07:20
    No replies, thread closed.

    Greetings Rob - Check out this thread. Although it doesn't necessarily solve your question, it does address it fairly well.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 3.  RE: Average Hold Time
    Best Answer

    Posted 01-13-2026 08:31
    No replies, thread closed.

    Yes. In Genesys Cloud, Hold metrics (including Average Hold Time) only measure the time when an agent explicitly places a member on hold using the Hold button. Average Hold Time is calculated solely from this standard hold time and does not include Consult Hold time. When an agent initiates a consult, the member is placed on Consult Hold, which is tracked separately under consult-related metrics and is not counted in Hold or Average Hold Time, nor are transfer scenarios included. 

    • Consult Hold time appears in Consult metrics, not Hold metrics.



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    David Betoni
    Principal PS Consultant
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