First Agent Post report assistance
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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.
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