Hello
I just wonder what the hold time is in the queue metrics statistics for the calls by agent.
One of our customers have 139 min call duration and hold duration is over 37573 seconds...
Submitted by thirdlane on Sat, 12/21/2013
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It is hard to tell what this may be without seeing queue log data. I suspect this may be reported incorrectly due to system restarts resulting in missing "end" events. Can you see anything unusual in the logs?