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How do you measure Agent Chat Productivity in your organization?

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edited Dec 8, 2017 3:24PM in Communication Channels 9 comments

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I've looked into a lot of the chat reporting available within Oracle Service Cloud but having a hard time figuring out what's the best report out that that can tell us how good agent chat productivity is that would include concurrent chats. 

Any assistance on the matter is greatly appreciated.

Version

February 2016

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