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Chat Average Abandon Time
Answer ID 11422   |   Last Review Date 03/24/2020

How is the Average Abandon Time calculated within the real time Chat Queue Statistics report?

Environment: 

Oracle Service Chat Real Time reports
Oracle Service Cloud

Resolution:

The Average Abandon Time is calculated by taking the total abandoned time of chats divided by the total number of chats abandoned within the last 24 hours. The abandoned time is the accumulation of the total handle time of abandoned chats. The handle time of abandoned chats is calculated by taking the difference between the time the chat engagement was completed and the time the engagement was created.

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