Interaction wait time appears longer than the acceptance timer shown to the agent in Agent ChatIssue The wait time recorded on an Agent Chat interaction appears longer than the countdown timer an agent sees when a chat is offered, leading to a perception that chats are being delayed before reaching agents. Customers may also observe that subtracting opened_at from assigned_at on the interaction record does not always equal the value in the wait_time field. Symptoms Interaction wait time is reported as longer than the acceptance window configured on the assignment rule.The wait time on the interaction record differs from the wait time on the corresponding AWA work item record.On some interactions, assigned_at minus opened_at does not equal the recorded wait_time.Agents report the offer timer behaving normally while reporting tools show elevated wait times.Platform logs show each offer being presented for the full configured duration, with no routing or assignment delay. Release No specific release Cause Three separate values are commonly compared to one another even though each measures a different interval. Interaction wait time — For chat interactions, this is the duration between the user requesting a live agent and the interaction first moving into the Work in Progress state, which occurs in the same transaction as the first agent acceptance. Once set, this value is not recalculated if the chat is subsequently transferred to another agent. Work item wait time — This measures the time the AWA work item spent in the queue before being assigned. The work item is created after the request has been routed, which occurs shortly after the interaction is opened. As a result this value is typically lower than the interaction wait time for the same chat. Agent acceptance timer — The countdown an agent sees when a chat is offered is governed by the Timeout value on the assignment rule. It applies to a single offer and restarts each time the work item is offered to another agent. It does not represent the total time the end user has been waiting. Where an offer times out and is re-offered, or where the chat is later transferred, these values diverge further. This is expected behaviour rather than a delay in routing. Resolution This behaviour is expected. To confirm the recorded values are correct for a given interaction on <instance>: Open the interaction record and note opened_at, assigned_at, and wait_time.Open the related AWA work item record and note its own wait_time value.Review the offer history for the work item to identify each offer, any timeouts, the first acceptance, and any subsequent transfer.Confirm that opened_at plus the interaction wait_time aligns with the first acceptance.Where the chat was transferred, expect assigned_at to reflect the final assigned agent rather than the agent who first accepted. In this scenario assigned_at minus opened_at will be greater than wait_time, and this is expected.Review the Timeout value on the assignment rule to confirm the acceptance window configured for each individual offer. If reporting is intended to measure queue duration rather than total end user wait, use the wait time on the AWA work item record instead of the interaction. Related Links https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1811862Table Descriptions for AWAhttps://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1703244Advanced Work Assignment - Agent Chat Interaction Max Wait Time VS Timeout