Hold start/stop timestamps can be provided through the Notifications API

[Edrian_Arcangel_Corr]

Hello,

I'm Edrian from the partner COE team, I have a Genesys partner who can't post on this forum

I'll be posting on their behalf.

Hi Genesys Team,

The Notifications API is what we use normally to gather conversation metrics for both RTA and historical reports. The Notifications API does not contain all the necessary information to be able to report Hold time effectively. We do not get the timestamps of when a call is taken off of hold.
Can you provide Hold start/stop timestamps through the Notifications API?

Thanks,
Yat

[jacobshaw]

Hi @Edrian_Arcangel_Corr
New features can be request through the Ideas Portal