Hi, I was wondering if someone could tell me why I cannot get Total_Hold_Time for an agent (it returns as zero).
It is defined as:
[Total_Hold_Time]
Category=TotalTime
Description=Total Time on Hold
MainMask=CallOnHold
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=DNAction
I also tried
[Total_Hold_Time_Status]
Category=TotalTime
Objects=Agent, GroupAgents, GroupPlaces, Place
MainMask=CallOnHold
Subject=DNStatus
Description=Total Time on Hold
Can someone tell we what is the difference between TotalTime for DNAction and TotalTime for DNStatus? I thought that I should be doing DNStatus…
Do I need to make it AgentStatus instead? But wouldn’ it still be based on DNAction?
CONFUSED…