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Business rules installed with Connect Support

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.

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