Difference between Duration and Total Period
SummaryDifference between Duration and Total Period
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.
VersionOracle Service Cloud 19A