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Wait Time (Listening) calculation question on Chat report

edited Jun 20, 2017 6:21PM in Reporting & Analytics for B2C Service 2 comments

Content

Hi there!

I have create a report (pdf of report and definition attached).  I need help verifying that the column called "Wait Time/Listening" is calculating what I really need.  I need to find the total time the chat agent is engaged in a chat but is waiting on a response from the customer. I would like a few of you fabulous report gurus to please take a look and tell me this is really doing what I need it to do!

Thank you in advance for taking a peek!

Corine M

Version

November 2015

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