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Chats handled per chat agent interval - possible?

Received Response
edited Jul 23, 2020 9:17AM in Reporting & Analytics for B2C Service 3 comments



We've a requirement to report on detailed chat agent interval data, specifically number of chats handled and AHT per agent per interval. 

I know we can get  this per login using chat_agent_sessions.chats_completed but we need it more detailed than that, so if I login to chat once and within that session I have two available intervals it tells me the number of chats I handled in each one. 

I can't see a standard report which does that & haven't been able to figure out a way using chat_agent_intervals. 

e.g. an agent logs in at 10:30, goes available from 11:00-11:30 and 12:00-12:30 before logging out at 13:00. Currently we can report on all chats completed in the whole session between 10:30 and 13:00. What we're looking to do is report on how many chats were completed in each of the two separate available intervals between 11:00-11:30 and 12:00-12:30. 

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