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Chat Agent Statistics - Real Time BUI

Accepted answer
edited Oct 31, 2018 10:21PM in Communication Channels 5 comments


Require current status of Agents when using BUI



The real-time Chat stats reports don't report on agent status when in BUI. As a workaround I've written a very simple report using table Chat_Agent_Intervals. It looks like if the End Time variable is 'No Value' then the agent is still currently logged in and you can check the status. On the surface this looks like a good option.. but. When I use a filter on End Time = No Value all records are returned not just those with No Value for End Time.

Has anyone had any luck with anything similar? The business definitely wants to use BUI but the lack of real time agent stats is a deal breaker. 

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