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Separating chat agent intervals by hour

edited Sep 13, 2017 2:39PM in Reporting & Analytics for B2C Service 2 comments

Content

Hello everyone,

We are working on showing the number of minutes that certain agents were available during a specified time period, separated by hour. As of now, we have managed to group the intervals according to the hour of the start date, but we end up with each 'session' being counted towards a single hour as a single session. E.g.:

  • 10:50 - 11:40 is counted as a 50 minute session that started as 11:00 10:00
    --> We would like to count this session as 10 minutes towards 10:00 and 40 minutes towards 11:00
  • 10:59 - 13:30 is counted as a 91 minute session that started at 10:00
    --> We would like to count this session as 1 minute towards 10:00, 60 minutes towards 12:00, and 30 minutes towards 13:00
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