Can anybody please help me what is target wait time?

[Ankita28]

I have set target wait time as 45 sec.Then also available agent is able to accept the case after 45 sec.

[Gaurav Shirsat]

Hi Ankita

Define or modify a queue so that you can determine which specific work items are routed automatically to agents through a given service channel.

Before you begin

Role required: awa_admin or admin

About this task

Depending on the service channel, additional configuration options are available. For example, in the chat channel you define the standard messages displayed during a chat session with a user.

Procedure

1. Navigate to Advanced Work Assignment > Queues.
   • To create a queue, click New.
   • To modify a queue, select the queue record to be updated.
2. On the form, fill in the fields.
3. Click Submit for a new queue or Update to modify the queue.
   The queue is added to or updated in the Queues [awa_queue_list] table

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/advanced-work-assignm...

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

[Hemant Goldar]

Hi Ankita,

In Addition to above post you may find the below thread helpful.
https://community.servicenow.com/community?id=community_question&sys_id=3117c81c1b91d050a59033f2cd4b...

I hope this helps!


Regards,
Hemant

 

[Ankita28]

Hi Hemant,

Max wait time field is supported for chat channel only.I'm facing issue for Case channel.

Thanks,

Ankita Kolhe

[Hemant Goldar]

Hi Ankita,

OOTB UI policy name Hide/Show Max Wait Time is applied to Queue Table(awa_queue). So Max waits time field is not visible for the case channel. You need to customize UI policy. Make sure you go through guidelines for customization.

Regards,
Hemant