Wait Time (Listening) calculation question on Chat report
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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