Interaction Record "Hold Duration" is empty

[mitanshi-mandlo]

Hi, 

I wanted to know the purpose of "Hold Duration" field for interaction records. I was unable to find any business rule or script that might populate the value into the field.

Thanks!

[Shivalika]

Hello @mitanshi-mandlo 

Indeed, I also just saw it in my PDI and it's in Yokohama instance. 

I will also check this out and update here if I find anything useful. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Shivalika]

Hello @mitanshi-mandlo 

I found it. It stores the hold duration when Contact Type of End user is Phone. And it will be hidden for all the other contact types - chats, amazon, self service etc etc. There's a UI policy as well which hides thie field if contact type is not phone. 

I hope this answered your query. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY