• Number of Chats
• Chat Duration (active on at least one chat)- Example, chat at 9a, chat at 9:15a both with an end time of 9:30a, chat duration would be 30 minutes.
• AHT (average time spent on a chat)-  is the handling time only when active in the window or from the time the chat was delivered to an agent until it was dispositioned.
• Occupancy- Chat Duration / Logged-In Time
• Concurrency
• Productive Time-  Chats / Concurrency * Handling Time / 3600 / Occupancy

I checked the view IAgentQueueStats has infomation on agent activities. If we filter the media type to chat, is the tTalk, tACW etc give us the chat duration and acw time spend in chat? Can we use this view to calculate the stats we need?

There is not many table/views that we can use from pureConnect. Am I on the right track for this? Or there is some out of box stats or report we can use to achieve this?

Thanks,
Shirley