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Chat Agent Session Report by Date When Session Spans Two Days

Received Response
edited Dec 1, 2015 12:42AM in Reporting & Analytics for B2C Service 1 comment


We have 24 hour contact centers, with some agents' chat sessions spanning two days (e.g. sign into chat at 10 PM one day, then signing out at 2 AM the next day).

The Agent Utilization Report (\Public Reports\Service\Chat Reports) has filters for the agent session start and completed times. This poses a problem when agents are signing into chat one day and not signing out until the next day. We would like to report on agent occupancy by day, regardless of when the session started.

For example, if an agent signs into chat on Day 1 and then signs out on Day 2, then we use the Agent Utilization Report to report on chat sessions for Day 2, this agent is not included (because their session started on Day 1). If we run the report for Day 1 and Day 2 so that this agent's chat session begin time is included, then the total logged in time covers both days. We need to report on each day separately.

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