I'm trying to understand how long each of our agents is spending actually chatting to customers (with the knowledge that some chats are served concurrently).
Insights seem to have the perfect metric under the Chat Agent Activity tab, called Chatting Duration.
However, I am unable to slice this metric by an agent. According to the data model, the Users attribute is connected to that metric but slicing by it results in 'unavailable' values and no agent names.
Any help would be greatly appreciated. How do others measure how long their agents have spent chatting, knowing they can have concurrent chats?
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