How is the Average Wait Time of the AWA Queue calculated? DescriptionSee the read-only Average Wait Time field marked as red in the screenshot below. The value of the Average Wait Time is calculated separately for each AWA queue. Release or EnvironmentAll releases that support Advanced Work AssignmentInstructionsThe Average Wait Time is calculated by the "Calculate average wait time for queue" business rule. Please see the URL of the business rule below; <YOUR_INSTANCE_URL>/sys_script.do?sys_id=f5b7e29c53012300afffddeeff7b12a3 The business rule calculates the Average Wait Time value from the "Wait Time" column of the "awa_work_item" table. It calculates based on the last 20 accepted records in a particular queue. The conditions below apply for those 20 records: State of the Work Item must be AcceptedAssignment Rule must not be empty. This will exclude the Agent Transfers Please see the screenshot below: Additional InformationClick here to see the official documentation of the Advanced Work Assignment feature