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


Accepted answer
edited Dec 25, 2015 6:43AM in Reporting & Analytics for B2C Service 2 comments



This is in relation to the topic posted by Rahul on Aug 5, 2015

I am able to get the duration on the chat_agent_performance_intervals but my problem is now is I need to do some calculations on the table (without having the need to export the data and then do the calculation in Excel).

For example, I need to compute for our agents' Utilization% (the time agent is on Active / total logged in time).

I tried doing the formula as shown below (total active time / total login time) but it's giving me what I want to see =(

Howdy, Stranger!

Log In

To view full details, sign in.


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