Reporting Customer Experience Hold

[patrickmprentice]

Good morning,

I'm working on internal reporting using the API and came to a realization yesterday: when we are collecting hold time it's associated specifically with the "hold" status on the agent's end. For 75% of cases, this is exactly what we'd want but in certain cases the agent may leave hold status to speak to another agent while that customer is still on hold. For calculating agent interaction time this is great but it doesn't actually reflect how long a customer is experiencing hold times.

Example:

Agent picks up the customer, speaks for a while, goes on hold to figure something out and then calls our internal support to get an answer. While they are on the phone with internal support the customer is on hold but the agent isn't on hold. The agent comes back to the customer at one point and speaks to them, goes back on a 3 second hold, then continues to speak to the internal support. They return to the call and go on another hold before the interaction is completed. Technically for the customer there were three holds but I can't see how long the customer experienced the hold.

The question is this: is there an endpoint or metric I can tap into to measure the customer's experience of a hold?

[Eos_Rios]

@patrickmprentice

The question is this: is there an endpoint or metric I can tap into to measure the customer's experience of a hold?

No, because the entire concept of hold as a metric only occurs within the Agent purpose.
You would have to mine your own interpretation of how that applies to a customer out of the conversation model, which would be exceptionally challenging.

I'm not entirely sure the behavior of hold isn't technically a bug. it certainly violates the principle of least surprise, just because the agent is interacting elsewhere doesn't change the amount of time they have the customer on hold for, but it's not counting in their hold metrics when it would still be expected to.

It may be worth pursuing through customer care but be prepared to be dismissively redirected to put up an idea in the ideas portal https://genesyscloud.ideas.aha.io/ideas and pleasantly surprised if you get any meaningful outcome.