Queue Details Report - Duration

[caper800]

Hello folks - I'm new to QueueMetrics coming previously from the Avaya world and have a question that I've been unable to find an answer to.

When running a report in QueueMetrics for a Queue and I'm looking at the Queue Details, I see a data column called "Duration". What parts of the call are included in calculating "Duration"?

Specifically I'm curious about hold time, where hold time being the amount of time a caller spends on hold where the agent pressed the hold button on the phone. So if an agent places a caller on hold to do research, is this hold time included in "Duration"? Also, is there a way to view this hold time duration as a separate data item?

Thanks for your assistance!

[mirkox]

Hi caper800,

sorry for the late reply (for some reason forum's notifications didn't arrive anymore).

The duration is comprehensive of the hold time; that's because Asterisk doesn't log the hold time; but we're working on this  : http://forum.queuemetrics.com/index.php?topic=1923.0

Mirko

[caper800]

Thanks for the response!