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

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Vinutha BJ
Tera Contributor

‎03-11-2024 12:10 AM

VinuthaBJ_0-1710140750775.png

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

I have attached the relevant screenshot.

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Harish KM
Kilo Patron
Kilo Patron

‎03-11-2024 12:14 AM

Hi @Vinutha BJ IF max wait time is matched then the system tells the user that there is no agent available

Target time is for agents in which they have to accept the chat request

 

doc: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignmen...

Target wait timeEstimated time (Days or Hours, minutes, seconds) allotted for an agent to accept an item in the queue.
Max Wait TimeMaximum amount of time that all available agents have to accept or reject a chat request. After time runs out, the requester receives the No Agents Available Message that is defined in Agent Chat settings.
Note: The Max Wait Time field is available after you associate the queue to the chat service channel.
Regards
Harish

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Harish KM
Kilo Patron
Kilo Patron

‎03-11-2024 12:14 AM

Hi @Vinutha BJ IF max wait time is matched then the system tells the user that there is no agent available

Target time is for agents in which they have to accept the chat request

 

doc: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignmen...

Target wait timeEstimated time (Days or Hours, minutes, seconds) allotted for an agent to accept an item in the queue.
Max Wait TimeMaximum amount of time that all available agents have to accept or reject a chat request. After time runs out, the requester receives the No Agents Available Message that is defined in Agent Chat settings.
Note: The Max Wait Time field is available after you associate the queue to the chat service channel.
Regards
Harish
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Vinutha BJ
Tera Contributor
In response to Harish KM

‎03-11-2024 12:24 AM

Hi @Harish KM  , thanks for the reply. 

We have Agent Chat Queue,When agents are available the chat will wait for the 5 minute max time limit before giving the no agents available message.

However one quirk I've seen is when no agents are available, the no agents available message is presented straight away.Really we'd like it to wait in the queue for the 5 minute max wait.

Any help would be appreciated.

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