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IPCC Reports

jkjackson
Level 1
Level 1

‎10-29-2007 12:25 PM - edited ‎03-14-2019 01:29 AM

On IPCC Agent reports does the average hold time use the time an agent has someone on hold for a transfer as part of it's calculation? Thanks,

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Dennis Fogler
Cisco Employee
Cisco Employee

‎10-29-2007 12:32 PM

The Agent Summary Report in UCCX calculates the hold time from the ACD.HoldTime table and field. This field records the hold time for all calls that are "handled" by an Agent.

Since transferred calls are considered "handled" by an agent the average hold time does take into account the amount of time they held the customer prior to transferring.

jkjackson
Level 1
Level 1
In response to Dennis Fogler

‎10-29-2007 12:41 PM

That is what i thought, however the Contact Center manager asked the question and i wasn't for sure.

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