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Reporting on Chat Information (Doc ID 2749843.1)

Last updated on FEBRUARY 05, 2021

Applies to:

Oracle Fusion CX Sales Cloud Service - Version and later
Oracle Fusion B2B Service Cloud Service - Version and later
Information in this document applies to any platform.


Customer had the following questions regarding chat reporting capabilities:

1. "Time to Answer" value from individual chats. Is this available or can it be derived somehow in the "CRM - Interactions Real Time" subject area or the Omnichannel subject area?
2. Wrap up time or Length of Wrap up.
3. I would like to understand the definitions of "Start time" and "End Time" in the "CRM - Interactions Real Time" subject area.
4. Is there data about abandoned chats or chats that never had a wrap up somewhere in the "Interactions" table or Omnichannel subject area that we can report on?


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