Introduction

The report "10. Hold and Mute Time Detail" from the "Agents" report group allows you to see, in detail (event by event), when an agent used the HOLD (placing the customer on hold) or MUTE (muting their microphone) functions during interactions. It is useful for operational auditing, analyzing service habits, detecting excessive hold/silence, and evidence-based coaching.

Report Information

• TYPE_ACTION: Indicates the action performed by the agent: HOLD (customer placed on hold) or MUTE (agent muted/microphone muted).
• AGENT_ID: Numeric identifier of the agent who performed the action (used for cross-referencing with other reports and user traceability).
• AGENT_NAME: Name of the agent associated with the event; useful for quick reading and analysis by person without relying solely on the ID.
• CONN_ID: Connection/call/interaction identifier (used to correlate this event with the rest of the communication flow, recordings, or related reports).
• TYPE_INTERACTION: Type of interaction/call in which the event occurred. Default values: conference (conference call), inbound (incoming call), internal call (internal call), internal call_inb (incoming internal call), internal call_que (internal call from a queue), out_pre (outbound call in predictive campaign), outbound_ma (manual outbound call), and transfer (transferred call).
• TIME: Duration of the recorded event (how long the HOLD or MUTE was applied in that event), typically in hh:mm:ss format.
• SKILL_ID: Identifier of the agent skill/queue associated with the interaction; useful for detecting patterns by queue (e.g., queues with more holds or more silences).
• DATE: Exact date and time when the event was recorded (timestamp of HOLD/MUTE usage), generally in YYYY-MM-DD hh:mm:ss format.
• TELEPHONE: Telephone number associated with the interaction (allows locating the case by ANI/customer, as applicable).
• CUSTOMER_ID: Customer's ID or identification number.