"Average of chat duration" analytics report is incorrect

[paymanzafar1]

Description:

Hi. I am using Rocket Chat version 6.11.1.

I received the following report from Analytics menu for today. As you see the first agent had 133 chats until now.

But as you see the average chat duration for the same agent for today was 01:09:07 (One hour 9 minutes and 7 seconds) which is impossible for a 6 hours time period.

Server Setup Information:

• Version of Rocket.Chat Server: 6.11.1
• License Type: Community
• Number of Users: 18
• Operating System: UBUNTU 22.04
• Deployment Method: tar
• Number of Running Instances: 1
• NodeJS Version: 14.21.3
• MongoDB Version: 6.0.16

[reetp]

Thanks for reporting.

Can you please fill out the rest of the server information. This makes debugging easier.

I also suggest you upgrade urgently to the latest 6.11, and test as well.

[paymanzafar1]

Hi @reetp, Thank you very much for your reply. I completed the rest of server information table. Please note that I am already on the latest version.

[anoniz]

Hi, I am new to the codebase, can you tell where in the codebase , this issue is coming from? which module?

[reetp]

Hi, I am new to the codebase, can you tell where in the codebase , this issue is coming from? which module?

That's a support question.

Please ask for help in the forums or https://open.rocket.chat #support

[github-actions[bot]]

This issue has been marked as stale because there has been no further activity in the last 10 days. If the issue remains stale for the next 4 days (a total of 14 days with no activity), then it will be assumed that the question has been resolved and the issue will be automatically closed.

[paymanzafar1]

Hi @reetp, Is there any update on this issue? Thank you.

[github-actions[bot]]

This issue has been marked as stale because there has been no further activity in the last 10 days. If the issue remains stale for the next 4 days (a total of 14 days with no activity), then it will be assumed that the question has been resolved and the issue will be automatically closed.

[reetp]

Hi @reetp,

No need to @ thanks.

Is there any update on this issue?

I've referred it to the team to check.

[casalsgh]

Team, don't have the bandwith to check it rn, but added to list. Will see if we can have internal team take a look.

[renatobecker]

Hi @paymanzafar1

Thanks for reporting the issue. Can you please share with us the time of the first conversation answered on the day assigned to this agent? And also what is the timezone of your workspace?

In addition, you could also take a screenshot of the Room Info Panel from the chat answered earlier in the day that is associated with the agent, there we may find some evidence on the issue.

Thanks.

[paymanzafar1]

Hi @renatobecker Thanks for your follow up, and sorry for the delay to reply. I investigated the operator chats at the reported date, and found that he did not closed the chats on time. This was the reason to have long average chat duration. The problem is resolved.