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Chats per hour, by agent can be measured this with a formula, however, if an agent forgets to log out at the end of the day, and is in offline status, or if they go to “appear away” to take inbound phone calls, this will affect their overall log-in time, and may affect this metric.
STATUS DETAILS
Under Review
Administrator on 2/8/2024 10:46:50 PM
Thank you for your idea. We will take it under review.
Regards,
Dynamics CCA BI Team