How is "Chat Agent Sessions: Engaged Secs" calculated? — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

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

Accepted answer
40
Views
1
Comments
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

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!