Inbound campaigns · practice · 12 min full read
Skill Transfer has Pause Before Transfer, in seconds, on the General tab. The default is 0. A value above 0 waits that long after an agent is selected before the call is delivered, so a queue does not slap the next call down instantly.
The community article says those seconds do not show as On Hold in a report. On Plus applications the caller can sit in a Connecting state. Setting the pause to 0 removes that connecting bar. Do not 'fix' a report by deleting the pause if agents asked for the breath.