How to get Call Hold time

Platform API .NET SDK
1

Hello,
I am using conversionAPI and need to get call hold time to get Average hold of all daily calls, any api where from I get this or need to d manual calculation of it?

2

Hi @menarialaxmilal
Yes, you can use the tHeld metric within a Conversation aggregate query (POST /api/v2/analytics/conversations/aggregates/query) to do this.
E.g. -
Request Body:

{
 "interval": "2022-08-04T04:00:00.000Z/2022-10-28T04:00:00.000Z",
 "groupBy": [
  "mediaType"
 ],
 "views": [],
 "metrics": [
  "tHeld"
 ]
}

Response body:

{
  "results": [
    {
      "group": {
        "mediaType": "chat"
      },
      "data": [
        {
          "interval": "2022-08-04T04:00:00.000Z/2022-10-28T04:00:00.000Z",
          "metrics": [
            {
              "metric": "tHeld",
              "stats": {
                "max": 1873,
                "min": 1873,
                "count": 1,
                "sum": 1873
              }
            }
          ]
        }
      ]
    }
  ]
}

So average hold time would be sum divided by count

3

tried but ConversionQuery (70 held) vs ConversionAggregatesQuery (90) returns different results for same interval, how to confirm that which one is accurate?

4

This thread seems to be very simiar to your other one, and has the same answer about validating your data:

5

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