Hi,
We having huge Avg Handle Time on Chat, once find root cause , the chat calculating time for waiting (waiting time in queue for Agent ) + Agent connected . how can i make only agent connected here? like voice .
Check agent reports.
Enviado de meu SM-G9650 usando o Tapatalk
its from Agent Queue report ..issue
On the way I see it you are asking agent information at queue level… Yes, report says agent queue, but is the fact of that association. If you don’t want it, go directly to the agent side
Enviado de meu SM-G9650 usando o Tapatalk
Is it GI2 reports? Make sure you filter on media type.
Look at interaction handling attempt to see more in details .
if this doesn’t help, show us a screenshot or provide more details about the report and your filters.