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Chat Agent Statuses - determining time in state

Accepted answer
edited Aug 3, 2016 9:22PM in Reporting & Analytics for B2C Service 4 comments


Our chat group would like to be able to see a time-in-state metric that would increment (on report refresh) of the time the rep was in the particular state, "Unavailable: After Chat Work" for example. However, I can't seem to find any table or field that gives this value, only a field with the Status (state) they are in.

Does anyone have a solution for this? Am I stuck with the only solution being some kind of script built into the report?


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