Wait Time shows 31 seconds on Interaction but no Work Item Rejection (Timed Out) record created

[nameisnani]

Hi Team,

We are investigating an issue related to Service Desk Chat acceptance/time-out processing.

For the following interactions:

• IMS01911
• IMS01912

the Wait Time is displayed as 31 seconds, which normally indicates that the interaction has timed out.

However, these interactions are not appearing in the Work Item Rejections table with the reason "Time out", whereas other interactions with similar wait times are correctly recorded in the Work Item Rejections list.

Could anyone advise:

1. What logic/process creates the Work Item Rejection record for timed-out interactions?
2. Which Flow, Business Rule, Scheduled Job, or Script handles this functionality?
3. Are there known scenarios where an interaction can show a wait time of 31 seconds but no timeout record is generated?
4. What logs or tables should be checked to identify why the Work Item Rejection record was not created?
   
   

   Any guidance on troubleshooting this behavior would be appreciated

Thanks.