'Time Spent in Chats' and 'Chat Duration' Show Discrepancies in Reporting

There are 2 common scenarios that could potentially result in legitimate discrepancies between 'Time Spent in Chats' (Sessions) and 'Chat Duration' (Transcripts).

Organizations should be aware that these totals may not match (for a given Agent, on a given date) when creating their reports.

Scenario 1:

1. A chat visitor initiates a chat.
2. An Agent is online but does not accept the chat. 
3. The chat visitor closes the chat window (using 'x' button).

Outcome: The *Session* will show ONLY Online Time and Idle Time, rendering the 'Time Spent in Chats' formula effectively inapplicable to *this* scenario.

Scenario 2:

1. Two agents with same skills are online, with capacity (Agent A1 and A2).
2. A chat visitor (visitor) initiates a chat.
3. Agent A2 accepts the chat, does some chatting and, without ending the chat, goes offline.
4. Chat gets transferred to Agent A1, some chatting takes place and ends.
5. Agent A1 goes offline, this time ending the chat.

Outcome: Total 'Chat Duration' on the Chat Transcript will be more than the individual Sessions (one for each Agent).