Actual Hold Time and Actual Talk Time

**MaunishP** · 01-17-2013, 07:32 AM

Hi team,
Please provide me formulae where i can get actual hold time and actual review time. I will give a short description what we do ... we take incoming calls and during calls if we have any query we keep it on hold and the same time we take another call and means my first call is on hold and another call is currently been answered > By reports we get total hold time and total call duration time however i am not able to get actual hold time what my employee has used> Please help me with some formulae . If anything requires more clarification please drop in email on hbk_online@yahoo.com

I am using excel 2010

SR StartDate Day PAT Name StartTime EndTime Talk Time HoldTime TotalTime
1261 14-Jan-13 Mon Bhavin 7:52:38 7:57:45 5.12 5.12
1286 14-Jan-13 Mon Bhavin 7:58:01 9:25:40 53.93 33.72 87.65
1292 14-Jan-13 Mon Bhavin 9:27:47 9:51:57 24.17 24.17
1297 14-Jan-13 Mon Bhavin 9:52:17 10:14:01 21.73 21.73
1313 14-Jan-13 Mon Bhavin 10:14:13 11:09:15 12.51 42.52 55.03
1314 14-Jan-13 Mon Bhavin 10:29:53 11:14:56 30.97 14.08 45.05
1330 14-Jan-13 Mon Bhavin 11:18:13 11:42:29 24.27 24.27
1334 14-Jan-13 Mon Bhavin 11:42:56 11:45:11 2.25 2.25
1337 14-Jan-13 Mon Bhavin 11:46:50 11:49:23 2.55 2.55
1338 14-Jan-13 Mon Bhavin 11:49:37 11:49:58 0.35 0.35
1347 14-Jan-13 Mon Bhavin 11:50:18 12:12:14 11.91 10.02 21.93
1350 14-Jan-13 Mon Bhavin 12:12:30 12:16:30 4 4
1353 14-Jan-13 Mon Bhavin 12:19:18 12:19:35 0.28 0.28
1360 14-Jan-13 Mon Bhavin 12:21:20 12:32:47 11.45 11.45
1362 14-Jan-13 Mon Bhavin 12:33:16 12:38:30 5.23 5.23
1373 14-Jan-13 Mon Bhavin 12:41:30 13:03:20 21.83 21.83
1374 14-Jan-13 Mon Bhavin 13:03:34 13:49:59 27.19 19.23 46.42
1375 14-Jan-13 Mon Bhavin 13:50:31 14:03:26 3.67 9.25 12.92
1377 14-Jan-13 Mon Bhavin 14:03:36 14:14:23 10.78 10.78
1383 14-Jan-13 Mon Bhavin 14:15:02 14:42:50 27.8 27.8
1384 14-Jan-13 Mon Bhavin 14:45:20 14:45:51 0.52 0.52
1385 14-Jan-13 Mon Bhavin 14:46:16 14:48:30 2.23 2.23
1389 14-Jan-13 Mon Bhavin 14:48:43 15:09:43 9.52 11.48 21
1396 14-Jan-13 Mon Bhavin 15:10:09 15:43:51 20.07 13.63 33.7
1398 14-Jan-13 Mon Bhavin 15:44:08 15:44:33 0.42 0.42
1402 14-Jan-13 Mon Bhavin 15:45:18 16:13:11 27.88 27.88

**Kevin UK** · 01-17-2013, 07:51 AM

Hi

Try in:
I2: =ROUND((F2-E2)*1440,2) & copy down

In Your hold time column enter your values.

In G2: =IF(H2="",I2,I2-H2) & copy down.

**MaunishP** · 01-17-2013, 08:15 AM

Hi Kevin,
Thanks for reply> However hold time which is showing against each value is system generated by CISCO> I want to know actual hold time for entire day for 1 employee>

If this employee is taking call and he puts it on hold then the same time he starts another calls so my total login hours will not show accurate because is was on another call same time when i first call was on hold.

I want actual hold for entire day >

Also i have attached one more file where i tried to find out however if he came in office @ 07:50 & Left @ 16:15 hrs with 45 mins of break so how come it calculated 08:36 hrs

I want actual hold for entire day

Regards,
Maunish Patel