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The HOLDTIME item is included in the following database tables:
The length of time that split/skill ACD callers spend on hold.
This is a cumulative item.
The length of time all calls are on hold. The HOLDTIME applies to all the calls that the agent put on hold. HOLDTIME includes HOLDACDTIME.
The length of time that callers spend on hold. HOLDTIME includes HOLDACDTIME. HOLDTIME applies to all of the calls that the agent puts on hold.
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