Why do Chat duration metric values change when adding the Engagement duration metric?

Question

When I create an Explore report in the Chat: Engagement dataset, why are the resulting values from the Chat duration metric updated when I add the Engagement duration metric?

Answer

The chat duration is multiplied by the number of engagements because it's a property of the chat that is true for each engagement.

Avoid the use of Chat duration metrics in the same report with the Engagement duration metrics or the Engagement attributes.

For more information, see the article: Metrics and attributes for live chat.