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Definitions and functions

edited Feb 3, 2017 8:27PM in Reporting & Analytics for B2C Service

Content

Hey Ya'll! So I am new to this, so please forgive me if this is a simple question that I cannot figure out.

The definition of our chat service level states: sum(chat_agent_sessions.engaged_secs ) / sum( date_diff( NVL(chat_agent_sessions.logoff, sysdate()),  chat_agent_sessions.login) )  * this states The percentage of chats meeting the service level requirements for wait time for chats accepted by the agent/group/queue.

but I need the chat service level of the following: to_number( to_char( sum(date_diff(chats.first_engaged, chats.requested )  ) / count( distinct(chats.chat_id ))))  *this states Lists the average amount of time passed from request to response for chats requested during each interval. The date grouping (interval) is specified in the report's parameters.

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