Display On Hold State and On Hold Time in the Realtime Reports on Brekeke CA
Note: This feature is available on Brekeke CCS 2.8.0.0 or later.
<On the realtime call reports>
Define the following formulas, on hold state and time can be shown.
$curSituationState == 35 ? "ON HOLD" : null $curSituationState == 35 ? $curTimeSituationStateDuration :null
*35 is intarnal state code of the “on hold”.
<On the realtime agent reports>
$curObjectCall.curSituationState == 35 ? 'ON HOLD' :null
$curObjectCall.curSituationState == 35 ? $curObjectCall.curTimeSituationStateDuration :null