Can someone help me to understand how does holdtime get calculated for queues? We are having situation where asterisk is reporting up to 10min holdtime, but in reality this time is way higher, sometimes up to 1 hour and more. Just want to know if there is an algorithm used for that, or it’s based on the last calls from the same queue?
It’s an exponential average of the hold times for calls that have been answered. It is only really valid in the steady state. I’m not sure how it handles abandoned calls.
0.25*latest actual hold time + 0.75 * previous average, except the whole hold time is used for the first call.
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