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

[Catherine16]

Hello Anders, 

I am also looking for this solution. Can you share your metric definition? It's alright if it's not possible. Just wanted some help how to start it.

Thanks! 

[Muralidharan BS]

Hi Catherine,

If you are using agent chat then this table can give you the right information - awa_interaction_work_item,

If using connect chat - chat_queue_entry,

Thanks

[MR1]

Hi All,

Did anyone figure out the solution to calculate the duration/time of live agent?

Could you please share the metric definition on interaction table because I created a metric definition on duration field but it didn't work.

Thanks

[Edson da Silva]

In the interaction table, we have two values [duration] and [handling duration], the metrix ootb for VA+LA to consider [duration], and for LA only considers [handling duration].

[nmaneely]

Take a look at the 'handling_duration' field on the Interaction table which is calculated using the "Calculate Handling Time' Business Rule:-

(function executeRule(current, previous /*null when async*/) {
	if(current.isActionAborted() || current.live_handoff_time.nil() || current.wait_time.nil())
		return;

	var totalDuration = GlideDateTime.subtract(current.live_handoff_time.getGlideObject(), new GlideDateTime());
	var waitDuration = new GlideDuration(current.wait_time.getGlideObject().getNumericValue());
	var handlingDuration = totalDuration.subtract(waitDuration);
	current.handling_duration = handlingDuration;
})(current, previous);