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  • 1.  Average Hold Handled metric

    Posted 10-03-2022 15:16
    No replies, thread closed.
    Does anybody know the meaning/calculation used for "Average Hold Handled" in Queue Performance reporting?  Not finding information in the knowledgebase.  Thanks.
    #Reporting/Analytics

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    Steven Strom
    Financial Industry Regulatory Authority, Inc.
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  • 2.  RE: Average Hold Handled metric

    Posted 10-03-2022 15:49
    Edited by Anton Vroon 10-03-2022 15:52
    No replies, thread closed.
    Good question,

    All I could find was from a March 22 Release note below. But the metrics definition pages are not updated with this, and neither are Queue Performance knowledge pages either. 
    But sounds like it held time / all calls
    Rather than hold time / total hold calls which is the normal avg hold time

    Edit: Correction the Performance Knowledge article was updated


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    Anton Vroon
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    Original Message


  • 3.  RE: Average Hold Handled metric

    Posted 10-03-2022 16:02
    Edited by Steven Strom 10-03-2022 16:02
    No replies, thread closed.
    Thanks @Anton Vroon !  Appreciate the response.

    ------------------------------
    Steven Strom
    Financial Industry Regulatory Authority, Inc.
    ------------------------------

    Original Message


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