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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.


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

Problem Description
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?


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