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jkjackson
Beginner

IPCC Reports

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,

2 REPLIES 2
Dennis Fogler
Cisco Employee

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.

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

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