How do I find the duration time of chat with live agent?

[Anders Engelund]

Hi,

So I have recently configured Virtual Agent within the company I'm working, it looks like every is happy about the product itself, but I'm still missing out some information's for my reporting myself.

When I look in the table [Interaction] then Can I see that each item has a Duration value, which I first thought could be used for reporting on the average handling time. Well sure it can be used if I would like the complete time used on the interaction including "Time spend with Virtual agent" + "Time spend with Live agent".

But my need to is to create an report that is showing  only "The time spend with Live Agent" per interaction.

Have anyone cracked that task or is able to guide me how doing that?

Regards
Anders Jensen

[PeterWiles]

I am not sure if it's the same for Agent Workspace, but if using Connect, the live agent chat is stored in the "chat_queue_entry" table.

And then the average handing time is calculated on the queue (This is done by a BR averaging the last 20 chats)

social IT | Queue - Select the queue and check the chat queue entries related list

[Muralidharan BS · Accepted solution]

Not sure for Agent workspace we have something liveagent duration timing. 

But the interaction record duration is handled through a business rule - "Calculate Duration", which updates the duration from created till closed. you can tweak this but it will give a null value for all other interaction without a live agent handoff time. 

You can probably create a metrics to calculate the duration for liveagent transfer only. 

[Anders Engelund]

Thank you for pushing me in the right direction. I ended up creating a new Metric Defination and create a new Database View to make use of it in reporting 🙂

[Muralidharan BS]

You've welcome, I will reply to this post if I get any OOB options for this.