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  1. Chat Solution
  2. CSN-5943

Queue wait time resetting on RONA

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Details

    • Story
    • Status: Resolved
    • Minor
    • Resolution: Fixed
    • None
    • chat 3.15.9
    • None
    • International Projects (InternationalProjects)
    • 6

    Description

      Overview

      Queue wait time resets after the chat is RONA, (though this is as per the product's feature) but Lifeline has requested a CR, that after the chat being RONA, the wait time should continue where it stopped before instead of resetting.

      Dear all, 
      Please find below the story as per Rakesh's email.

      • 1 X Interaction waiting in LL_Chat for (for example) 3 Min
      • LL_CHAT real-time report shows MAX time as 3 Min
      • Interaction gets offered to Agent A
      • Agent A ignores the offered interaction
      • Interaction gets offered to Agent B          
      • LL_CHAT real-time report shows MAX time as 0 Min

      Acceptance Criteria

      After RONA, Queue wait time should not reset, instead, it will continue to where it stopped for that particular chat wait time in queue. (i.e timer_Stopped_at_value + Timer_starts_after_RONA)

       

       

      Attachments

        Issue Links

          relates to

          Story - Created by Jira Software - do not edit or delete. Issue type for a user story. CSN-5938 HC release 3.15.9

          • Major - Major loss of function.
          • Resolved
          tested by

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5914 Verify Queue wait time is being shown on supervisor dashboard.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5915 Verify Queue wait is working on supervisor dashboard.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5916 Verify Queue wait is showing wait time against all Queues available on solution.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5917 Verify upon rona Queue wait time is not resetting.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5918 Verify if a chat is ignored by agent-1 and it goes to agent-2 the rona time will not reset.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5919 Verify the Queue wait time for first chat is being shown on supervisor dashboard when multiple chats are in Queue.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5920 Verify when an agent is in busy state and a chat is in Queue,wait time will be shown on supervisor dashboard.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5921 Verify that upon restarting MRE Queue wait time is not resetting.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5922 Verify Queue wait is showing correct wait time on supervisor dashboard.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5923 Verify if an agent close the browser and chat is queued ,Queue wait time will be shown on supervisor dashboard.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Test - This Issue Type is used to create Zephyr Test within Jira. CSN-5924 Verify when a chat is transferred to agent-2 from agent -1 and agent -2 ignore the chat request ,Queue wait time will be shown on supervisor dashboard.

          • Minor - Minor loss of function, or other problem where easy workaround is present.
          • Open

          Activity

            People

              umar.ikhlaq Umar Ikhlaq
              uzaif.bajwa Uzaif Bajwa (Inactive)
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              Dates

                Created:
                Updated:
                Resolved: