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Chat Concurrent Factor Report: Total Time Engaged
Answer ID 11735   |   Last Review Date 10/26/2020

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.

For example:

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