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  • 1.  Is there a way to see if a call was placed on hold or is holding in a realtime view?

    Posted 12-07-2022 18:42
    No replies, thread closed.
    Is there a way to see if a call was placed on hold or is holding in a realtime view?
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Other

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    Nathan McKay
    Insite Support Services, Inc.
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  • 2.  RE: Is there a way to see if a call was placed on hold or is holding in a realtime view?

    Posted 12-07-2022 20:34
    No replies, thread closed.
    Good question!  I tried and was surprised that the Total Hold and Hold Segments in Interactions view does not update in real-time - only after call ends.  The dashboard exhibits same behavior.   The Queue Activity Detail will show the activity of the interaction as held, but you have to expand every user to see that.   Same with the Hold column in Agent Performance.  I don't think there is a way.  

    Anyone else think of a way?

    Here is an idea:  Add column in Interactions and Agent | Genesys Cloud Ideas Portal (aha.io)


  • 3.  RE: Is there a way to see if a call was placed on hold or is holding in a realtime view?

    Posted 12-08-2022 11:42
    No replies, thread closed.
    I'm able to see interactions on hold from the right-pane of Queue Activity without expanding the user-level data - first rep listed has a call on hold for almost mins:



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    Brad Murlin
    Zillow, Inc.
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    Original Message


  • 4.  RE: Is there a way to see if a call was placed on hold or is holding in a realtime view?

    Posted 12-08-2022 11:57
    No replies, thread closed.
    What if agent is on an interaction with another 2 on hold?  It will show Interacting.


  • 5.  RE: Is there a way to see if a call was placed on hold or is holding in a realtime view?

    Posted 12-08-2022 12:04
    No replies, thread closed.
    Sounds like an edge case to be fixed in a future enhancement ;)

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    Brad Murlin
    Zillow, Inc.
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    Original Message


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