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Agent's Chat AHT without Virtual Assistant

edited Aug 15, 2019 5:26PM in Reporting & Analytics for B2C Service 1 comment

Summary

How to exclude VA's AHT from Agent's AHT

Content

We recently began piloting Oracle's VA. All of our reporting is based on the Chat table, which means it it includes the time the VA spent talking with the customer. We need to preserve our agent reporting to hold the agents accountable for their AHT. 

Anyone have any thoughts on how to remove the VA's AHT?

This same problem must come up for companies that transfer chats too, we only have 1 chat LOB, so we don't transfer chats from agent to agent. 

thanks!

Version

19A
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