Genesys Cloud - Main

What is the definition of Hold time when looking at Performance for Web Chat??

Average hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Held interactions	The number of interactions with holds.
Hold	The cumulative hold time for all interactions.

#Reporting/Analytics

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Ann Magie
Xpressdocs Partners, Ltd.
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Hello,

This would be when you have multiple interactions at the same time and switch between the two to respond to different customers. By default chat cannot be interrupted except with additional chats but you could have an email or other ACD task that is interrupted by a chat and switch between the two.

So Hold Time = Time working on other interactions


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Richard Chandler
G3 Comms Ltd
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