The HOLDCALLS item is included in the following database tables:
Split/skill tables
The number of split/skill ACD calls that are placed on hold at least once.
HOLDCALLS includes HOLDABNCALLS.
This is a cumulative item.
Agent tables
The number of calls that are placed on hold at least once. HOLDCALLS includes HOLDABNCALLS. The HOLDCALLS item applies to all of the calls that the agent put on hold.
This is a cumulative item.
VDN tables
The number of calls that are placed on hold at least once. HOLDCALLS includes HOLDABNCALLS and HOLDACDCALLS. The HOLDCALLS item applies to all of the calls that the agent put on hold.
