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Difference between "Total Chat Time" and "Total Time engaged" in "chat concurency" report

Received Response
edited May 10, 2018 8:10PM in Reporting & Analytics for B2C Service 4 comments


Hi All, can someone please help me understand the difference between "Total chat time" and "Total Engaged Time" on "Chat concurrency report". The defintion when i hover over these columns is not clear and i dont seem to understand the expression when t right click these columns . i am attaching the report definition. i am brand new to the world of OSC and have been asked this question by contact centre. 

Your help is appreciated 

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