Genesys Cloud - Developer Community!

Hello Community,

I have a question and this has become a concern now. Recently we implemented CX Cloud from Genesys and Salesforce and in post production we have got a concern raised by the client that they are not seeing the hold time on the screen when an agent places a customer on hild.

For this, we have raised a case with Genesys care team and they replied as below: 
"I tested this issue in our test environment and obtained the same result: the hold time is not visible in the CX Cloud while the agent puts the customer on hold. It appears that this is expected behaviour with the current design, as the hold timer is not displayed when a customer is placed on hold in the Omni-Channel within the CX Cloud or the Genesys Cloud CTI embedded client. 

I checked the ideas portal and found that someone has already submitted a similar feature request: https://genesyscloud.ideas.aha.io/ideas/OPAPISDK-I-270. This request outlines the need for a visible hold timer to indicate how long a customer has been on hold. 

I recommend voting for this idea and adding your use case to boost its visibility and traction with the Genesys product management team. 

I understand that this may not be the response you were hoping for, but I hope this information clarifies your inquiry."

Can there be any solution for this and we can see the hold time on the agent's screen while the customer is placed on hold.

Regards,

Srinivas