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  • 1.  Hold Time Measurements and Calculation

    Posted 04-24-2025 11:30
    No replies, thread closed.

    Hi,  My organization is in the process of creating a meric around Hold Time.  Can someone share how they are measuring Hold Time and what are the thresholds for Meets and Exceeds?


    #Calculations
    #Metrics

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    Adrian Brantley
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  • 2.  RE: Hold Time Measurements and Calculation
    Best Answer

    Posted 04-25-2025 06:48
    No replies, thread closed.

    Hi Adrian,

    Hold time is just the length of time and agent put an interaction on hold.  Are you looking for examples of how other contact centers use the hold time metric?



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Hold Time Measurements and Calculation

    Posted 04-29-2025 14:20
    No replies, thread closed.

    Yes, and I am also looking for an explination of how Genesys is measuring and or calculating hold time. 



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    Adrian Brantley
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    Original Message


  • 4.  RE: Hold Time Measurements and Calculation

    Posted 04-30-2025 09:32
    No replies, thread closed.

    Sam gave you the link to the definition, but here it is in case you did not see it:

    Hold time is the total time an agent places a contact on hold during an interaction segment. Hold time might indicate agent efficiency or training needs. Hold time is tracked for both agents and queues.

    For example, suppose an agent talks with a contact for two minutes and then places the contact on hold for two minutes. The agent returns to check in with the contact for 30 seconds, and then places the contact on hold for 45 seconds. The agent returns to the call and talks to the contact for two minutes before disconnecting.

    There is one 2-minute hold time segment and one 45-second hold time segment in this interaction.

    • Total hold time (THT): Cumulative of all hold times for interactions.
    • Maximum hold time (MHT): Longest hold time on an interaction in a given time.
    • Average hold time (AHT): Hold time per interaction segments/# of interaction segments
    Note: For email, chat, and messaging interactions, Genesys Cloud counts the time agents spend working on other interactions as hold time. The hold time appears in the agent's row on an interaction's timeline and in hold metrics on performance views and reports.


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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
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    Original Message


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