Hey, Kirsten

For cost reports, whether it's for chats, tickets, or call logs, the TL:DR; explanation is this:

All cost reports are calculated on a per agent basis, then totaled, then calculated for a Group or Department. This is to account for agents that have different hourly rates. For "minute" costs, those totals are divided by 60. Realize that there are other things to consider, such as any Time Estimates that are made for a Group. Also, coaching for chats isn't calculated in terms of cost.