The difference between "Target wait time" and "Max Wait Time"

[th7]

Regarding the "Queue" setting item.
Please tell me the difference between "Target wait time" and "Max Wait Time".

I have attached the relevant screenshot.

[Hitoshi Ozawa]

It's defined in the following page. "Target wait time" is just an estimate. "Max wait time" is the time after which "No Agents Available Message" will be sent.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/advanced-work-assignm...

[th7]

Thank you for your answer.

The "target waiting time" is only a guideline, so users and agents will not be kept waiting by the "target waiting time" setting. Is that correct?

Thank you for your time.

[Paul Curwen]

Not surprised you are asking this as the Documentation is really not very clear. It does not tell you what the implication of having Target Wait Time set really is, no examples etc.

[th7]

Thank you for your comments.
The only way to find out for sure is to actually change the settings and check them in a PDI environment, but I'm looking forward to comments from experts on how the time changes.