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how calculate Agent engagement and user engagement time chat_agent_performance_intervals table ?

edited Sep 7, 2016 5:36PM in Reporting & Analytics for B2C Service 1 comment

Content

i have created 2 reports, in one report i used Chats table and add one column with below expression :

sum( if( chats.termination_event IN (1,2,4,13), date_diff(chats.completed, chats.first_engaged ) ) )

in another table i used chat_agent_performance_intervals table and added two column with following expression :

sum(if(chat_agent_performance_intervals.type=2, date_diff(chat_agent_performance_intervals.end_time, chat_agent_performance_intervals.start_time)))

sum(if(chat_agent_performance_intervals.type=1, date_diff(chat_agent_performance_intervals.end_time, chat_agent_performance_intervals.start_time)))

if i add Agent Engagement and User Engagement time it should be equal to result of first report chat time, but i get different result, can any one tell me me what is difference between these engagement timings ?

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