I was able to create a Chat Transcript report but unfortunately it only shows the last touch agent (needed to show the agents who were not able to cater the chat within 2 minutes). At the same time, if the customer talked to a chat bot for more than 2 minutes, It will tag the last touch agent as missed chat. Could someone help me generate a report with the agents who are really avoiding their work and also to filter out the chat bot time?
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