You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Agent Total Response Time field discrepancy: exact definition please?

Received Response
edited Sep 30, 2020 8:31PM in Reporting & Analytics for B2C Service 3 comments


Unclear on the discrepancy between this value, and the datediff from session creation to agent engagement


In building some basic chat reporting, I want to report (among other things) the time from when a customer requests a chat session, until an agent actually engages on the Chat.

I thought "Agent Total Response Time" (chats.agent_resp_secs) would provide this value, but as a check, I built a separate column "date_diff(chats.first_engaged, chats.requested), and found the numbers differ significantly on every incident.

I suspect I am misunderstanding the exact definition of this field.  Can someone clarify?    Thanks in advance!

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!