Business rules installed with Connect Support Connect Support adds the following business rules. Business rule Table Description SNC - Chat Queue Average Wait Time Chat Queue Entry[chat_queue_entry] Populates the Average wait time field on the Chat Queue table with a calculated value when a support conversation is accepted. The calculation is based on the last 20 support conversations for the queue. SNC - Chat Queue Entry Duration Chat Queue Entry[chat_queue_entry] Populates the Duration field on the Chat Queue Entry table with a calculated value, based on the amount of time the support conversation was open. SNC - Reflect Support Record in Q.Entry Live Group Profile[live_group_profile] Populates the Document table and Document ID fields on the Chat Queue Entry table when an agent creates an incident from a support conversation.