Data is available for calls on hold, time for calls on hold, and calls abandoned from hold.

split and agent data reflect calls that are made while another call is on hold.

Agents who place calls on hold return to their previous state before the call unless the previous state was AVAIL. If an agent was in the AVAIL state, the agent is placed in thestate until the agent dials a valid number (if the number dialed is invalid, the agent remains in), reconnects to the held call, or the held call abandons. When the agent reconnects to the held call, the agent returns to the original state for the call.

Agents do not have a HOLD state. Hold time is associated with a call that is placed on hold. Agent states reflect the current activity of the agent.

is the time that the call spent on hold.is the number of calls that were placed on hold at least once, andis the number of calls abandoned while on hold.

is the time during the collection interval that the agent was doing other work. This includes time while in the Auto-In or Manual-In mode during which the agent put a call on hold and took no further action, the agent placed a call or activated a feature, or a personal call rang with no further activity. When an agent dials a valid extension, the agent's state changes to AUXOUT if the agent was in AUX or, or to ACWOUT if the agent was in ACW.