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Average Wrap Up Time

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edited Jun 16, 2015 10:41AM in Reporting & Analytics for B2C Service 2 comments

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Hi everyone,

We've recently adopted the enhanced service console and there have been a number of changes that have affected the way wrap up occurs, so I want to make sure that we have sufficient reporting to be able to monitor agents while the transition period occurs.

I'm looking to calculate how long it takes on average for an agent to wrap up a chat and solve/escalate the incident that is created on the back of it.  I've had some success doing this on a chat by chat basis, but ideally I'm looking to just get the overall average for each agent over a given time period.

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