Hold down time is the 'elapsed time between the time that an agent first put the call on hold and when the agent last took the call off of hold, not including talk time'. Hence I guess, the average hold down time can be computed by adding the longest hold down time and the smallest and then divide the result by 2. This could be one way you could do it.
For more information on all these hold down time , handle time and similar stuff, you could refer to:
Since the agents are in queue, I'm assuming that they are being treated at the IPIVR while waiting for an agent.
The simplest way to do this is to invoke a translation route to VRU step, and program the IPIVR application answering the call to fetch the value stored in a specific Peripheral.CallVariable transported by the ICM as part of the translation route process.
For example, if you know the queue that the caller wants, you can set a Call.PeripheralVariableX (there are ten of them) to equal the Expected Delay for that skill group. On the RunVRUScript step immediately after the TranslationRoutetoVRU step, ICM will send the PeripheralVariable value to the VRU, where it can be fetched by your IPIVR application. You'd then code the IPIVR app to "speak" the expected delay value.
The only caveat: you can only check this once...if you loop the IPIVR script to re-speak the delay (a courtesy for the caller), you won't be able to fetch a new value for the EXD, since it's already been provided by the ICM.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...