Is there a way to get the equivalent of a 'nHeld' for an interaction? Is there a topic that can be used on EventBridge where we can at least keep track of every time an interaction is put on hold?
I know in queue observations you can get the count. How can we get it for an agent interaction?
You are misunderstanding how tHeld works if you think it's incapable of performing the same function as an nHeld would.
The t-Metrics are superior versions of the n-Metrics because they count both frequency of occurrence and the durations of those occurrences.
You appear to be assuming that tHeld itself works the way tHeldComplete does, but each discrete presence of tHeld is a unique hold period, and tHeldComplete is such a single sum of them all, so to find your nHeld you just count your tHeld;
| ParticipantId | Metric | EmitDateUTC | Value |
|---|---|---|---|
| 812B387D-B7CC-47BD-A170-D08DDEE4CF91 | tHeld | 2024-05-18 14:14:00.489 +00:00 | 171954 |
| 812B387D-B7CC-47BD-A170-D08DDEE4CF91 | tHeld | 2024-05-18 14:18:23.964 +00:00 | 183694 |
| 812B387D-B7CC-47BD-A170-D08DDEE4CF91 | tHeld | 2024-05-18 14:24:55.298 +00:00 | 305693 |
| 812B387D-B7CC-47BD-A170-D08DDEE4CF91 | tHeld | 2024-05-18 14:30:33.371 +00:00 | 302427 |
| 812B387D-B7CC-47BD-A170-D08DDEE4CF91 | tHeld | 2024-05-18 14:37:28.793 +00:00 | 372545 |
| 812B387D-B7CC-47BD-A170-D08DDEE4CF91 | tHeldComplete | 2024-05-18 14:41:03.483 +00:00 | 1336313 |
I understood that. I was hoping I could just get the number of Helds as an analytic, instead of determining the analytic programmatically.
There are (almost) no easy buttons in Genesys.
I feel like Engage Stat Server did provide the metric quite easily. Not sure why CX doesn't
Because they started from scratch and didn't prioritize being feature compatible.
Let's try and stay focused on working through what you can accomplish. I'm locking this thread as it seems to have exhausted useful discussion on the topic.
You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.