I was asked to post this here. When I look at Chat Concurrency for a specific day and hour, I see 5 agents displayed with a chat concurrency result (Min if it matters, the results are the same no matter what calculation type I used though). There was 15 agents online and available on chat at the time. Why do I not see every agent who was online and available during the hour I am viewing for concurrency? I have screenshots from that same hour proving there was more online, available agents than the names listed.
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