Omni-Channel agent’s 'Active Time' displays a value of 0

Handle Time - The amount of time an agent had the work item open, calculated by CloseDateTime – AcceptedDateTime. Handle time stops when the agent closes the work item or the after conversation work time ends, whichever happens first.

Active Time - The amount of time an agent is actively working on a work item in their console. Active time is tracked only for tasks routed using the tab-based capacity model. It's tracked only when the work tab is open and in focus in the service console. If the agent switches console tabs, the time spent on the other tabs isn't counted. Active time continues to count if you switch to a new browser tab or window. Active time stops when the agent closes the work item or the after conversation work time ends, whichever happens first.

However, there can be some scenarios where the Active Time of the agent displays 0 after working on Omni-Channel work items.

• The case is created manually.

• The created/assigned time and accept time is less than 1 second.

• The chat is disconnected before the work record saves.

• The Omni-Channel setting for Status-Based Capacity Model is enabled in an org.