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excessive silences

Question asked by mike_veriprosolutions on Aug 18, 2016
Latest reply on Aug 18, 2016 by charlesfelsberg

Can anyone help with the Category Component Filter command to capture calls that show at least one excessive silence greater than 180 seconds?  Not the sum of all excessive silences, but where a customer is placed on hold for more than 3 minutes at one time.    -I'm an Analyst currently in the Discovery stage.  Thanks.