Live Wrap-Up Time
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?