Recommended Reports to replace OS Chat Invite Link Summary' Report in Analytics

(Doc ID 2017462.1)

Last updated on MARCH 02, 2017

Applies to:

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

Goal

With the decommission of OS.atg.com. the Live Help Analytics tool, can you tell me if there is a way I can still get the information provided in the OS report 'Chat Invite Link Summary'?

Also, can you tell me how the times are calculated in the 'Chat Agent Summary' report? I can find utilization in Instant Service reports based on max chats, but I am not sure how you figure the Engaged Time in the Chat Agent Summary Report. Is there a report in Instant Service that will give me the Not engaged available and unavailable and engaged available and unavailable plus totals?
 

Solution

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