Set the idle time threshold for average handle time

You can configure the idle time threshold to pause the handle time computation of a customer service representative (service representative or representative) for an ongoing session when the representative is idle. Learn more in Average handle time.

How to set the idle time threshold

In the Copilot Service admin center app, select the F12 key to open the command prompt, and then run the following:

let entityName = "msdyn_channelprovider"
let attributeName = "msdyn_channelurl"
let primaryAttributeName = "msdyn_channelproviderid"
let threshold = "60"

Xrm.WebApi.retrieveMultipleRecords(entityName, "").then((result) => {
	result.entities.forEach ((entity) => {
		console.log(entity);
		if(entity[attributeName].toString().indexOf("&idleTimeThreshold") == -1) {
			console.log("modify data");
		var data = {};
		data[attributeName] = entity[attributeName] + "&idleTimeThreshold=" + threshold;
			Xrm.WebApi.updateRecord(entityName, entity[primaryAttributeName], data).then((result) => {
			console.log(result);
				return Promise.resolve();
			}, (error) => {
			console.log(error);
				return Promise.reject();
			});
		}
	});
	return Promise.resolve(result.entities);
}, (error) => {
			console.log(error);
	return Promise.reject();
});

Related information

Ongoing conversation report in Omnichannel real-time analytics dashboard