Average Handling Time and the Hold Time

[Marco64]

Hi all,
I want to create a new statistic. This is to make a custom one with the Average Handling Time and the Hold Time to it.

Per what we understood the AHT statistics is based on : Inbound talk time + outbound talk time + after call work time / calls.

In the StatServer we have found this statistc for AHT:

[AverHandleDNActionTime]
Category=AverageTime
MainMask=CallInbound, CallOutbound, AfterCallWork
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
RelMask=CallInbound, CallOutbound
Subject=DNAction

How can be modified to add hold time to it?

thanks
Marco

[meri21]

we are also running a call center , but we are not using this mechanism. our agent usually gives 3 minutes for the long call for the inbound or outbound.