Definitions For Live Help Custom Report: Agent Work Time (Doc ID 1638153.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version 1.0 to 1.0 [Release ATG v1]
Information in this document applies to any platform.

Goal

I am looking to get a better understanding of how the "Agent Work Time" report listed under my custom reports section generates the values shown. I'm not quite sure how the values are derived. Could you help me be breaking down how each value on the report is derived mathematically? The values are: Time Working, Total Session, Time Logged In, and % of Time Working.
 

Solution

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