The Chat duration metric values change because they are multiplied by the number of engagements. This is because the chat duration is a property that applies to each engagement individually.
To avoid unexpected changes in your report, it's recommended not to use Chat duration metrics in the same report with Engagement duration metrics or Engagement attributes. This ensures that your data remains consistent and accurate. For more details, you can refer to the originalZendesk article.
To prevent changes in Chat duration values, avoid using Chat duration metrics with Engagement duration metrics or Engagement attributes in the same report. This is because the Chat duration is multiplied by the number of engagements, leading to…
The relationship between Chat duration and Engagement duration metrics is that the Chat duration is multiplied by the number of engagements. This means that each engagement has its own Chat duration, which can lead to changes in the reported values…