I need some clarifications and meaning of the below mentioned fields in interaction table. Help?

[ArulrajS]

Requester Average Response Time

Agent Average Response Time

First response wait time

Wait time

Handling duration

Duration

Hold Duration

[SANDEEP DUTTA]

Hi @ArulrajS ,

Let me help you with the ones which is common :

Duration :Tracks the amount of time an agent spends working on an interaction.

Wait time : Time it takes to initially respond to the customer.

First response wait time : Time it takes to respond to the customer for the first time when the interaction starts.

Handling Duration : It calculates time from interaction assigned to agent till chat moves to complete state. (There is a Business rule called "calculate Handling time" controls this).

Requester Average Response Time : It's the averaged time the requestor takes to respond to the agent. 

Agent Average Response Time :  It's the averaged time the Agent takes to respond to the Requestor.