I think I get that but I am looking for a way to see when the holds are occurring, during a day, week month. For example how many holds did agent 2 have last week between the hours of 11:00 and 1:00 (lunch).
So I see where an agent has x number of holds but is there an efficient way to see when these holds occurred (a report)? I believe i can go to calls and download all the calls but that will only show handle time which is hold and live time but it doesn't separate it out. Same for abandoned (hold) except I don't see any reporting that shows anything other than number of abandoned and % of abandoned. Am i missing something?
Hey Craig, does the info here help you at all? I got it by following the same steps above. I wanted to see Last Month, so I chose that and then I selected the Hour section (there's an arrow pointing towards it) and it pops up more info if I hover over it.
Now, I don't have much info on my Test Account :P but I hope this helps!
Hey Craig, doesn't look like you can export the hours data at this time. I'll keep an eye out for something like this in future releases. We're still building out the Analytics portal, and I can definitely see how this would be helpful :)