Times Held (Held - Lucent Technologies CentreVu Explorer II Version 1.0 User Manual

Appendix
Overview

Times Held (HELD)

l
Field Description
This field is the total number of times this call was placed on hold by the
answering agent in the segment. With agent-to-agent calls, this count is
incremented for the agent who puts the call on hold, regardless of whether that
agent answered or originated the call, but it is not incremented for the other
agent who is continuing to accrue talk time. (For Generic 2.1 switches, this
includes only split ACD calls held. With the ECS, Generic 2.2, and Generic 3
switches, this includes all calls the agent put on hold.)
l
Query Options
The query returns results associated with calls that were put on hold more times
than the number entered.
CentreVu Explorer II Version 1.0 User Guide
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