Agent Chat - Time to accept - Countdown timer incorrect values

[NigelM]

In our Agent Chat Assignment Rule, the Timeout value is set to 45 seconds. During our testing, the Time to accept value shown to an Agent to either Accept or Reject an incoming chat normally starts at 45 seconds and then counts down to zero if no action is taken by the agent.

However, for one of our testers, the Time to accept count starts with a higher value (1:05 or 0:50) and then counts down for a duration of 45 seconds before being reassigned to the next available agent. e.g. If the initial Time to accept is shown as 1:05, the reassignment takes place when the Time to accept reaches 20 seconds.

The tester has tried both MS Edge and Chrome and gets the same results. 

Any thoughts?

[Harsimran]

Encountered the same issue. Any resoultion yet? Thanks

[NigelM]

I logged an Issue with ServiceNow and the Agent confirmed he was able to reproduce the issue.

The Agent also found a reported problem (PRB1319344) that is closed as "Working as expected" with the following comment: "This issue happens because the local machine is not synced with server time, which causes the 15s gap. To make this timeout feature work seamlessly, you are not suggested to set your own time for your machine." I would suggest you consider this 15 second delay when you set the timeout. For example, if you want to set the timeout to 45 seconds then you should set it 30 seconds in the assignment rule.

The proposed solution is unacceptable and I have requested further information on the Problem record and the time sync on the client PCs which is with the Development Team to provide.

I will post a further reply if I get any useful feedback.

[Harsimran]

Thanks NigelM. Local machine timing was the issue.

[ServiceNow Tec2 · Accepted solution]

This has been resolved by ServiceNow Technical Support. Please refer to KB0795747 for more information.