Wait time field on chat queue entry record is showing incorrect value - Support and Troubleshooting

Wait time field on chat queue entry record is showing incorrect value Issue  When a chat queue entry (chat_queue_entry) record is created after the end user submitted a connect support chat the Wait time (wait_time) field is showing an incorrect value, which is usually a large number (i.e. 177 days 20 hours 30 minutes) than what would be expected (i.e. 20 seconds, 2 minutes, etc.).

Release All releases that use Connect Support

Cause Cause by the "opened_at" field on chat_queue_entry being empty. The "opened_at" field will be set to empty when the chat_queue_entry record moves to state "Closed Abandoned". This behavior is a known problem that this currently marked as "Won't Fix".

In order for the "wait_time" field to be calculated properly it needs a proper "opened_at" value so it can be subtracted from the chat record's last updated date or when the agent accepted the chat.

Resolution Create a business rule to ensure that "opened_at" field has a proper value when the chat moves to state "Closed Abandoned"

The business rule:

Table: Chat Queue Entry [chat_queue_entry]

Advanced: Checked

When: before

Update: Checked

Condition: current.state == '8'

Script: current.opened_at = current.sys_created_on; //current.sys_created_on can be replaced with current.sys_updated_on if it'd make more sense to set to the when the chat is reopened rather than the original created date

Related Links It is expected behavior that "when a chat is abandoned, the chat_queue_entry 'opened' field is set to NULL or empty instead of showing the time chat is requested by end user" (ref. PRB749407)