Possible Discrepancy With "Agent Response" And "Customer Response" Time In Agent Console. See Email (Doc ID 2092096.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

Problem Summary
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Possible discrepancy with "Agent Response" and "Customer Response" time in agent console. See email.

Problem Description
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We’ve started noticing that when we receive responses from guests or send responses the time record at the top of the agents screen is not starting at 1 second. Today as an agent was chatting he was able to capture a screenshot right as the guest sent their response however Oracle shows “agent response” at 14 seconds. A moment ago, he also noticed that he sent a response and Oracle captured the “customer response” at 12 seconds.  Is there a way to validate that both agent and customer responses are starting at 1 second from the time received/sent?

Cause

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