I’ve been working on a deployment for Zoom Contact Center clients, and there is a need to see a metric for Total Hold Time in Analytics and Reporting under Contact Center Analytics, specifically under the Agent Reports > Time Sheet section. The only options for hold time there today are Hold Hang Up and % Hold Hang Up. This is a fairly common metric used by contact center managers/supervisors.
This metric is already in the “Agent Reports”>“Metrics Details” section but is missing from the “Agent Reports”>“Time Sheet” section.