How the calculation of the "Average wait time" field on a walk-up location queue works - Support and Troubleshooting

How the calculation of the "Average wait time" field on a walk-up location queue works Issue  Symptoms The "Average wait time" field on a walk-up location queue is updated every time a walk-up technician accepts an incoming walk-up request from the portal. However, its actual calculation is not known.

Release London

Cause The calculation is done on the back-end of the system and cannot be changed.

Resolution The calculation itself is started by the OOB business rule "Calculate Avg Wait Time for Queue" from the "interaction" table (sys_id = 67fb72d237330300a213a7f07e41f1a9) Within this business rule it's using the function "refreshAvgWaitTime()" which is actually a function from a back-end Java file.

This Java function computes the average wait time as following: 1) Get the latest 20 "interaction" (the table that keeps track of the walk-up requests) records where state = Work in Progress for a particular queue location 2) Get their "wait_time" values 3) Add all of these up and divide it by 20 (or whatever valid records available at the time based on the query; i.e. if you only have 5 interaction records where state = Work in progress then it'll divide it by 5 only) 4) The resulting value would be the average which will then be updated to the "Average wait time" field on the location queue record (wu_location_queue)

Additional Information Walk-up Experience

Also note that the hint on the "Average wait time" field on wu_location_queue says, "Average wait time before an agent responds to the chat request. Computed by the SNC - Chat Queue Average Wait Time business rule on the chat_queue_entry table." However, this is not correct as that hint is specific to the Connect Support application only.