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How is "Chat Agent Sessions: Engaged Secs" calculated?

edited Dec 17, 2015 5:44PM in Reporting & Analytics for B2C Service 1 comment

Content

Doing some work for a client. We are wondering if chat_agent_sessions.engaged_secs counts concurrent chats?

For example: Between 8:00 and 8:05 Betty chats with one customer. Her engaged_secs time is 300 secs.  Between 8:00 and 8:05 Lucy chats with two customers at the same time. Is her engaged_secs time 300 secs or 600 secs?

Here's the data entry for chat_agent_sessions.engaged_secs:

 

Thank you in advance for the your replies.

 

Version

May 2015
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