You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Live Wrap-Up Time

Accepted answer
edited Jun 22, 2015 3:46PM in Reporting & Analytics for B2C Service 10 comments


I'm trying to create a report that will show what status an agent is currently, if they are in wrap-up mode for any chats and how long they've been in wrap-up mode. I thought I'd be able to achieve this by using: date_diff(sysdate (), (if(chat_performance_intervals.end_time IS NULL, max(chat_performance_intervals.start_time)))) but it only reports 0's. if I use date_diff(max(chats.completed), max(chats.wrapped_up) ) then I will get the time of the agents last completed wrap-up. Is there a way to see live how long an agent has been in wrap-up mode?

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!