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