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A note about the loss of duration information for interactions

When you enable the Mail Interaction Recovery Enabled, Chat Interaction Recovery Enabled, or Callback Interaction Recovery Enabled server parameter, every time an interaction is created on the active server, a corresponding shadow interaction is created on the backup server. If a switchover occurs, the interaction on the active server is automatically discarded. The shadow becomes the new active interaction. When you restore the switchover pair, the new backup automatically makes a new shadow interaction.

You may notice a discrepancy in the duration of the interaction if you look in IC Business Manager or at the Time in Queue value for the interaction.

The duration is the time that the interaction has existed, regardless of whether it is a shadow or active interaction. Because the second shadow was created after the first active and first shadow, the duration that the second shadow interaction has existed will be different than the original interaction and the first shadow. This is a known limitation of the switchover process.

Example of how loss of duration appears

  1. Active1 and Shadow1 are created at 5 AM.

  2. Switchover happens at 6 AM. Shadow1 becomes Active2.

  3. Switchover pair is restored 7 AM. Shadow2 is created based on Active2.

  4. Another switchover happens at 8 AM. Shadow2 becomes Active3.

  5. Active3 duration is listed as 1 hour. Customer believes it should be 3 hours because the email originally came into the system 3 hours ago.