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chat_agent_performance_intervals

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

Content

Hi,



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



https://cloudcustomerconnect.oracle.com/posts/f746169675



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 =(

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