Wait Time in AWA Work Item vs Wait Time in Interaction

[Bobby Flake]

I am trying to understand the best field to use when calculating the wait time for the transfer from Virtual Agent to a Live Agent.

We are looking at the AWA Work Item table and the Interaction table.  I found in the descriptions below but need a little more detail.  The wait time in the Interaction table is generally a little longer.  Both descriptions are a little vague.  Can someone provide a deeper description for these 2 fields specific to transferring from VA to a Live Agent?

Table	Column	ServiceNow's Description
Interaction Table	Wait Time:	Time it takes to initially respond to the customer.
AWA Work Item Table	Wait Time	Length of time the task waited in the queue before being assigned.

[Mohith Devatte]

@Bobby Flake ,

1)AWA wait time --> when ever a chat is initiated in virtual agent which actually inserts a interaction record which is an expected behaviour .

So we will have OOB chat service channel for chat where all created interactions are fallen under this channel and in to specific queues based on the work item routing condition .

Once the assignment rule comes into picture it applies the rule and work item is created under that queue and here if the work item will be initially created in pending state and the wait time is calculated till one of the agent comes online in agent workspace and makes himself available .

This length of duration is calculated and populated in wait time field

2) Interaction wait item-->May be this the time taken to respond to the customer and i am assuming that its some some connected with max wait time field on queue form 

Maximum amount of time that an agent has to accept or reject a chat request. After time runs out, the requester receives the No Agents Available Message that is defined in Configure live agent chat.

Note: The Max Wait Time field is available after you associate the queue to the chat service channel.

Refer below link

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignme...

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[Bobby Flake]

Thanks Mohith,

However, I am still unclear on what the Wait Time in the Interaction table actually is.  At the moment, this is my understanding.  Is this correct?

AWA Work Item Wait Time

1. Whenever a chat is initiated in virtual agent the system inserts a record into the interaction table.
2. Once the chat is assigned to a queue, a rule fires and a new work item is created in the AWA Work Item table for the queue in a pending state and the AWA wait time calculation is started. 
3. The duration starts from the time the chat is assigned to a queue until one of the agents picks up the chat.

Interaction Table Wait Time

1. My findings on this field isn’t as clear. 
2. ServiceNow defines the Interaction Wait Time as “Time it takes to initially respond to the customer”.  This is specific to the Interaction and I believe it’s more related to the response time for the initial VA response to the customer and is not a measure of how long someone waits for a Live Agent.

Does this sound correct?

[Mohith Devatte · Accepted solution]

@Bobby Flake yes absolutely its correct ! 

yes interaction wait time is more specific to VA .

Hope this helped you !

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[rogie_mar]

@Mohith Devatte @Bobby Flake 
To this issue, I would like to know if it is possible to calculate the "wait time" if the status is stacked to canceled or queued?