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

First Agent Post report assistance

edited Jul 17, 2017 1:35PM in Reporting & Analytics for B2C Service 7 comments

Content

Hello everyone!

I have created a report for our Live Chat team that will calculate the Agent Response Time.   I have 2 questions concerning this report:

1.  I need to validate the time calculated - so my plan was to add a new column (called "Validate") and convert the Agent response time into seconds.  However when I add the column - I am having trouble getting it to display in seconds only.  If I need to export to Excel and do this manually I can.  I was just looking for a way to accomplish the same thing in Oracle. 

2.  Is there a way to show the Average Agent Response time for each agent in the rolled up view?  See example image called "Validate 1" of how it would look.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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