Interaction Record "Handling Duration" is empty for walkup experience

[Ceci Looi]

What is "Handling Duration" for interactions record. The information is not showing from the Interactions table. How do I fix this? Thanks.

[Musab Rasheed · Accepted solution]

Hello,

Basically it calculates time from Chat assigned to agent till chat moves to complete state, I see this is working fine in my instance.

I see below BR is controlling this

https://instance/sys_script.do?sys_id=b580ab65c72610100c2c770bf4c26023&sysparm_record_target=sys_script&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=scriptCONTAINShandling_duration%5EORDERBYDESCsys_updated_on

If you don't see BR here is how you can configure

Script :

(function executeRule(current, previous /*null when async*/) {
	if(current.isActionAborted() || current.live_handoff_time.nil() || current.wait_time.nil())
		return;

	var totalDuration = GlideDateTime.subtract(current.live_handoff_time.getGlideObject(), new GlideDateTime());
	var waitDuration = new GlideDuration(current.wait_time.getGlideObject().getNumericValue());
	var handlingDuration = totalDuration.subtract(waitDuration);
	current.handling_duration = handlingDuration;
})(current, previous);

Please hit like and mark my response as correct if that helps

Regards

[Musab Rasheed · Accepted solution]

Hello,

Basically it calculates time from Chat assigned to agent till chat moves to complete state, I see this is working fine in my instance.

I see below BR is controlling this

https://instance/sys_script.do?sys_id=b580ab65c72610100c2c770bf4c26023&sysparm_record_target=sys_script&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=scriptCONTAINShandling_duration%5EORDERBYDESCsys_updated_on

If you don't see BR here is how you can configure

Script :

(function executeRule(current, previous /*null when async*/) {
	if(current.isActionAborted() || current.live_handoff_time.nil() || current.wait_time.nil())
		return;

	var totalDuration = GlideDateTime.subtract(current.live_handoff_time.getGlideObject(), new GlideDateTime());
	var waitDuration = new GlideDuration(current.wait_time.getGlideObject().getNumericValue());
	var handlingDuration = totalDuration.subtract(waitDuration);
	current.handling_duration = handlingDuration;
})(current, previous);

Please hit like and mark my response as correct if that helps

Regards

[Ceci Looi]

Musab, will the contact type makes a different. I am using contact type = "walk-up" instead. I am looking for a way to calculate the Interaction record from time it is Assigned until Completion.

[Musab Rasheed]

No, that's should not affect but make sure 'Agent chat' checkbox is true, I hope you found OOB BR in your instance as well ? if yes then just compare conditions, it should work

Please hit like and mark my response as correct if that helps

Regards

[Musab Rasheed · Accepted solution]

Hello,

If you are fine with my response, Please hit like and mark my response as correct if that helps.

Regards