Average wait time for chat should be exact 5 minutes

[Vikram3]

I have gone through many threads and came to know that the only possibility to change 'Average wait time' for chat is modifying the BR in chat_queue_entry table. But I am not sure where to modify. I have tried changing line number 35.

gr.average_wait_time.setDateNumericValue(300);

But nothing worked.

Please assist.

[Rohit Kaintura]

Average wait time is used to show average of wait time of all previous records for that particular queue. It doesnot have relation with chat time out. If chat is not answered in average wait time like 5 minutes it will increase the average wait time.

Please mark my answer correct and helpful if my answer helped u. Thank you.

[Vikram3]

Thanks for the explanation. Very kind of you. Is it possible to set chat timeout settings to extend the timeout to 5 mins. 

In other words, after 5 min the chat session should get ended with a custom message. Is that possible?.

[Rohit Kaintura]

I think its possible but i dont think it should be implemented as it will slow down the system performance and we can not judge how much it will impact the system.

You can do this by setting a BR on a timer field in chat_queue_entry table as wait time field will be blank till the status changes to WIP.

And set a condition on a BR that when timer is more than 5 minutes set the chat status to closed.

But i think it will slow down the system performance as BR will run on every second when the timer change.

I guess you should explain this to your client or raise a hi ticket to get more clarity on this from servicenow if it is a client project.

Please mark my answer correct and helpful if my answer helped u. Thank you.

[Abdul_Rahiman]

Hi vikram_7,

Navigate to system support>>queues>> select your chat queues

 and set "Average wait time" to 5 minutes it will work