June 18, 2021

How to calculate Agent total spent time on Chat in Salesforce?

1. Create a Report Type on Agent Work entity.
 
 
2. Create a formula field on the report to calculate the duration in Seconds.
 
Formula for reference:
( TIMEVALUE( AgentWork.CloseDateTime )-TIMEVALUE( AgentWork.AcceptDateTime ) ) / 1000 
 

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