Hello!
According to the docs, the tConnected metric is: The amount of time a customer session was connected.
With that in mind, I thought that its value should be quite close to the sum of: tIvr + tAcd + tTalkComplete + tHeldComplete. Not an exact match, of course, but at least near values. However, in my tests, tConnected is around 15% higher than that sum.
Does anyone know what metric I might be missing?
PS: I already know that those metrics are not supposed to match exactly. It is just that I am curious about the reason for such disparity.
#PlatformAPI------------------------------
Adrián Santamaría
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