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

Publiceringsdatum: Oct 13, 2022
Beskrivning
Organizations that regularly run reports on Chat may have the following expectation:

Total 'Chat Duration' on TRANSCRIPTS for a given day

             should EQUAL

Total 'Time Spent in Chats' on SESSIONS for a given day.

In reality, when looking at a specific Agent on a specific Date, it may be discovered that the ‘Chat Duration’ (from Chat Transcript reports) does not equal the ‘Time Spent in Chats’ (from Chat Session reports).
Lösning
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 chasitor (visitor) initiates a chat. 
2. An Agent is online but does not accept the chat. 
3. The chasitor 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 chasitor (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). 


See also:
Chat Transcript Fields
Chat Session Records
Chat Session Reports
 
Knowledge-artikelnummer

000385266

 
Laddar
Salesforce Help | Article