Report to calculate the time spent by agents in a chat status

Content

Hi All,

Can anyone please share the report definition to check how much time an agent has spent on a specific status on an hourly basis. For example, the columns could be

1) date_format(chat_agent_intervals.start_time,'YYYY/MM/DD HH24')

2) chat_agent_intervals.acct_id

3) sum(date_diff(chat_agent_intervals.end_time,chat_agent_intervals.start_time))

4) chat_agent_intervals.status_type

and the filters are

1) chat_agent_intervals.start_time between "-1 Days Rounded" to "0 Days Rounded"

Here. The problem I am facing is that the times are overlapping. For example, an agent who became Available in the 10th Hour should have a maximum available time of 3600 seconds. But (As shown below) the available time is being shown as 7143 seconds which is not correct. It should be split under the different intervals in which it falls