Average Chat Duration for a Single Agent

Need some help here.

Our team is trying to understand our “Handle Time” for completing a chat interaction. The most intuitive report metric to use would be “Chat Duration”.

However, it does not seem to be an accurate indication of how long an agent is actually chatting with the customer on a single interaction. This seems to be a basic functionality needed for staffing purposes.

Are we missing something?

Hello @jwright,

What do you mean by saying that it does not seem to be an accurate indication? What data exactly you need?
Could you elaborate on this subject? :slight_smile: