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  • 1.  How to get Call Hold time

    Posted 06-05-2025 18:06

    menarialaxmilal | 2022-10-26 06:55:12 UTC | #1

    Hello, I am using conversionAPI and need to get call hold time to get Average hold of all daily calls, any api where from I get this or need to d manual calculation of it?

    jacobshaw | 2022-10-27 12:57:33 UTC | #2

    Hi @menarialaxmilal Yes, you can use the tHeld metric within a Conversation aggregate query (POST /api/v2/analytics/conversations/aggregates/query) to do this. E.g. - Request Body:

    {
 "interval": "2022-08-04T04:00:00.000Z/2022-10-28T04:00:00.000Z",
 "groupBy": [
  "mediaType"
 ],
 "views": [],
 "metrics": [
  "tHeld"
 ]
}

    Response body:

    {
  "results": [
    {
      "group": {
        "mediaType": "chat"
      },
      "data": [
        {
          "interval": "2022-08-04T04:00:00.000Z/2022-10-28T04:00:00.000Z",
          "metrics": [
            {
              "metric": "tHeld",
              "stats": {
                "max": 1873,
                "min": 1873,
                "count": 1,
                "sum": 1873
              }
            }
          ]
        }
      ]
    }
  ]
}

    So average hold time would be sum divided by count

    menarialaxmilal | 2022-11-08 09:48:45 UTC | #3

    tried but ConversionQuery (70 held) vs ConversionAggregatesQuery (90) returns different results for same interval, how to confirm that which one is accurate?

    tim.smith | 2022-11-08 17:49:55 UTC | #4

    This thread seems to be very simiar to your other one, and has the same answer about validating your data:

    https://developer.genesys.cloud/forum/t/how-to-categories-calls-from-conversionapi/16823/5

    system | 2022-12-09 17:50:30 UTC | #5

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 16898



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