Does Total Time Engaged include wrap-up time?
Oracle Service Chat
When running the Chat Concurrent Factor report, information for Total Time Engaged is provided. Total Time Engaged includes wrap-up time.
Given an agent handles one chat
Given the end-user disconnects the chat OR the agent clicks wrap-up after five minutes
Given the agent completes after-chat work then clicks terminate after another three minutes
When the Chat Concurrent Factor report is run
Then the Total Chat Time will be five minutes
Then the Total Time Engaged will be eight minutes