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.

[rhutch]

On this topic,  I would like to know a little more about first response time. We have a virtual agent that can transfer to live agent. When it transfers, it has a welcome message and asks how can we help - without agent interaction required at that point. Can I find out- is first response time calculated from when the requester types their message or from when the Virtual agent provides the welcome message? Any help would be appreciated.