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When using these topics:

• v2.routing.queues.{id}.conversations
• v2.detail.events.agent.{id}.state

During a consult scenario. Example

1. Agent 1 is on a call with a customer
2. Agent 1 makes a consult call with Agent 2
3. The customer call is placed on Hold

Why, for these two topics, the call with the customer does not show that it is in a held/hold state.

In the conversations topic event, the held property does not get set to true.

In the agent state topic event, the state never goes to Hold.

During a normal Hold scenario. Example

1. Agent 1 is on a call with customer
2. Agent 1 puts customer on hold

We do see the expected events, where the held property is set to true and the state goes to Hold.

Thanks

Hi Kathie, that looks expected to me. Regular Hold explicitly puts the customer leg on hold, so held=true shows up.
During consult, the customer may hear hold music, but Agent 1 is still active on the consult leg. So it's not necessarily represented as held=true, and the agent state won't move to Hold.
I'd track consult/transfer state or the consulted participant for this case.