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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.

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Under Review
Ideas Administrator

Thank you for your idea. We will take it under review. 

Regards,
Dynamics CCA BI Team