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    CorineMc
    First Agent Post report assistanceAnswered
    Topic posted July 17, 2017 by CorineMcApprentice 
    41 Views, 7 Comments
    Title:
    First Agent Post report assistance
    Content:

    Hello everyone!

    I have created a report for our Live Chat team that will calculate the Agent Response Time.   I have 2 questions concerning this report:

    1.  I need to validate the time calculated - so my plan was to add a new column (called "Validate") and convert the Agent response time into seconds.  However when I add the column - I am having trouble getting it to display in seconds only.  If I need to export to Excel and do this manually I can.  I was just looking for a way to accomplish the same thing in Oracle. 

    2.  Is there a way to show the Average Agent Response time for each agent in the rolled up view?  See example image called "Validate 1" of how it would look.

    I have attached an xml file of the report as well as images to check out.

    Thank you for helping me out!

    Corine

    Version:
    November 2015
    Image:

    Best Answer

    Justin

    actually you DO NOT want to change it to seconds, you want to change it to number.

    Answer

     

    • Danette Beal

      Very odd,

      Typically on a date_diff calculation, you would receive the option to change to seconds under 'Edit Format'. For whatever reason, your calculation is not giving that option. 

    • CorineMc

      Danette,

      Thank you for validating that I AM NOT crazy!  LOL I have been checking and re-checking that option. (I guess I keep thinking the next time I look it will just BE there).

      angry  Silly Oracle.

      Corine

    • Justin

      actually you DO NOT want to change it to seconds, you want to change it to number.

    • Justin
      Danette Beal said:

      Very odd,

      Typically on a date_diff calculation, you would receive the option to change to seconds under 'Edit Format'. For whatever reason, your calculation is not giving that option. 

      View original

      you will not see the correct formatting options if you are in an instance that does not have chat enabled

    • Justin

      also if you do avg(date_diff(min(chat_events.created), chats.requested)) it should be right both rolled up and at the individual entry level since the average of one entry is whatever that entry is. 

    • CorineMc

      Thanks, Justin!
      We do have chat_enabled, but I will try your suggestions and see how they work out!

      Corine

    • Justin
      CorineMc said:

      Thanks, Justin!
      We do have chat_enabled, but I will try your suggestions and see how they work out!

      Corine

      View original

      make sure you have chat permissions on your profile, i know some reports require it and require being logged in to chat (just as not available) such as the chat real-time reports.