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

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

Report on Agent Work object/entity can be used 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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