Understanding wait time

Wait time

Workforce Intelligence defines wait time as the period of time a user waits for an application to become useable or a browser to load a website or web application. Pega Robotic Automation Runtime captures this data and transfers it to Workforce Intelligence for analysis and presentation on the Wait Time Analysis page. With this information, you can address response issues and improve productivity.

For software applications, wait time occurs any time the application hangs or becomes unresponsive to the user.
For browsers, wait time reflects the time it takes for a website or application to load. Runtime determines the wait time based on the state of the Refresh/Stop button in the navigation bar. For instance, wait time reflects the amount of time between when the Refresh button changes to Stop and when it returns from Stop to Refresh.

Note: For browsers, Workforce Intelligence only tracks wait time for Microsoft Internet Explorer version 10 or later.

The system tracks the time spent waiting while the application or website was in focus, from the start of wait time interval to the end of the wait time interval, regardless of when focus ended.

The Wait Time Analysis page presents this information for each business unit or user by application and by time of day. Only the top 10 applications and websites in the Production or Other Work categories that log the most wait time are included.

The Wait Time Analysis page shows wait time totals that exceed the threshold and which have occurred at least 10 times in each application or screen within the entire company. For example, you could see 10 occurrences of waiting on Microsoft Outlook to respond and 10 occurrences of waiting on Outlook's Calendar screen to respond.

Workforce Intelligence shows you this information for weeks and months, not quarters and years. For more information, see Using the Wait Time Analysis Page.

Note: Your Workforce Intelligence administrator sets a threshold, below which wait time is ignored. To modify this threshold, contact your administrator.