Service Centre Chat - Delayed handover of Interaction to agent workspace for acceptance.

Deepika Ravindr
Tera Contributor

‎08-29-2023 07:56 PM

Hi All,

Any one help me this point,

Last week we have noticed a delay of interaction handover to live agent chat. We already had this issue before, but that was fine as it were all 30 seconds delayed, it doesnt affect our SLA of 1minute wait time. But lastweek is different, as we are getting interactions that were 1minute delayed handover. Can we have this check/investigate, not sure if we have that option in interaction table that captured the exact time an interaction presented to a live agent for acceptance. (Different from the time agent accepted it which is the "Assigned at" column. if we have that, that would really prove the delay.

 

Thanks,

Deepika

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poojavaishn
ServiceNow Employee
ServiceNow Employee

‎07-10-2024 01:55 AM

Hi Deepika,

 

Have you received any solution for this ? I am also facing the same issue in our instance in SOW

 

Thanks.

Pooja

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