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

Total Time Engagement Time - How does this work?

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

Content

"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.

Thanks.

 

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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