Genesys Cloud - Main

Hi Community,

We're running into a reporting gap with consult transfers. When an agent initiates a consult and switches back and forth between the consulted agent and the customer, there's no metric showing the hold time or talk time during the consult period.

Currently:

• tHeld and tHeldComplete only reflect explicit agent hold actions.
• If the customer is effectively "on hold" while the agent is in consult mode, that time isn't captured.
• Talk time during consult legs is also fragmented and hard to aggregate for reporting.

Question:
Has anyone found a solution or workaround to accurately report:

• Total customer hold time during consult scenarios?
• Combined talk time across consult legs for a single interaction?

Any tips on leveraging Conversation Details API, custom segment parsing, or other analytics approaches would be greatly appreciated. If there's a roadmap item or feature request for this, please share the link so we can upvote.

Thanks in advance!