Name
global.AgentFirstResponseWaitTime
Description
Populate first response wait time for interaction.
Script
var AgentFirstResponseWaitTime = Class.create();
AgentFirstResponseWaitTime.prototype = {
process: function(current) {
var interactionGR = new GlideRecord("interaction");
interactionGR.addActiveQuery();
interactionGR.addQuery("channel_metadata_table", "sys_cs_conversation");
interactionGR.addQuery("channel_metadata_document", current.conversation);
interactionGR.query();
// Do nothing when interaction record not found, interaction is not assigned and interaction first response wait time is populated
if(!interactionGR.next() || interactionGR.assigned_to.nil() || !interactionGR.first_response_wait_time.nil())
return;
var workItemGR = new GlideRecord('awa_work_item');
workItemGR.addActiveQuery();
workItemGR.addQuery('document_id', interactionGR.getUniqueValue());
workItemGR.addQuery('state', 'accepted');
workItemGR.query();
if(!workItemGR.next())
return;
// If auto greeting message is set, verify whether the current message is agent typed message
if(workItemGR.queue.initial_agent_response) {
var csMessageGR = new GlideRecord("sys_cs_message");
csMessageGR.addQuery("conversation", current.conversation);
csMessageGR.addQuery("direction", "outbound");
csMessageGR.addQuery("is_agent", true);
csMessageGR.addQuery("sequence", "<", current.sequence);
csMessageGR.addQuery("message_type", "!=", "action");
csMessageGR.query();
if(csMessageGR.getRowCount()!=1)
return;
}
// Calculate time duration for the first response from agent taken
var timeTakenTillTheMessageSent = GlideDateTime.subtract(interactionGR.live_handoff_time.getGlideObject(), current.sys_created_on.getGlideObject());
var waitDuration = new GlideDuration(interactionGR.wait_time.getGlideObject().getNumericValue());
var firstResponseWaitTime = timeTakenTillTheMessageSent.subtract(waitDuration);
interactionGR.setValue("first_response_wait_time", firstResponseWaitTime);
interactionGR.update();
},
type: 'AgentFirstResponseWaitTime'
};Sys ID
c83a218d0f703010d106ac5397767e79