Agent Total Response Time field discrepancy: exact definition please?
SummaryUnclear 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!