Genesys Cloud CX

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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
    Is there a way to see if a call was placed on hold or is holding in a realtime view?
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Unsure/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
    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)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 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
    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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  • 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
    What if agent is on an interaction with another 2 on hold?  It will show Interacting.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 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
    Sounds like an edge case to be fixed in a future enhancement ;)

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    Brad Murlin
    Zillow, Inc.
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