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Accepted answer
edited Aug 5, 2015 9:52AM in Reporting & Analytics for B2C Service 3 comments


Hi !

We are in the process of creating reports to show an agents

total logged in time 

total  time spent chatting (they can handle two chats at the same time)

total time with status available. 

It seems chat_agent_performance_intervals table would give me the required data. BUt i am not able to find the descriptions of the interval types anywhere. 

I need to know what does the following mean:-

1 - Total user-engaged time
2 - Total agent engaged time
4 - Total time for which the agent was available
5 - Total time for which the agent was active


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