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Difference between Duration and Total Period

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edited Aug 7, 2019 6:18AM in Reporting & Analytics for B2C Service 3 comments

Summary

Difference between Duration and Total Period

Content

Hello,

Can you help me understand the difference between Chat duration defined as if(chats.state=5,  date_diff(sysdate(), chats.first_engaged), date_diff(chats.completed, chats.first_engaged)) and Total Period of Time for Incidents that are Chats defined as date_diff(incidents.closed, incidents.created)

And which one should I use to better analysis of the Chats Performance.

Thank you,
M.

Version

Oracle Service Cloud 19A

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