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Total Time Engagement Time - How does this work?

Received Response
edited Oct 2, 2015 3:28PM in Reporting & Analytics for B2C Service 4 comments


"Total Engagement Time" Formula:

sum_distinct( chat_agent_sessions.engaged_secs, chat_agent_sessions.client_id)

I don't trust the number this formula produces because I can't "see" it. How can I go about and constructing a report that shows me all the building blocks/states that makes up the "engaged_secs" value. Ideally I want to be able to plot this out second by second for an agent for a whole day to see what data points/states are used.



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