There is not a metric specifically for this, but I put in an idea for it: Report on time client was on hold during | Genesys Cloud Ideas Portal
What you could do is to find any segments in the conversation where the consult was engaged, held, and connected, then determine that duration, but that would be hard due to the participant segmentation of the interaction data. You can try this data action.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 12-30-2025 19:01
From: Dietrich Van Horn
Subject: How to Report Hold Time During Consult Transfers?
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!
#Reporting/Analytics
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Dietrich Van Horn
Contact Center Administrator
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