You accept interaction 1, read the message for 45 seconds. You switch from interaction 1 to interaction 2. As you exit interaction 1, the timer for this interaction stops. The tool checks whether there is an open conversation or not and allocates the time accordingly. Here you did not answer the client (no conversation) so the 45 seconds spent on the interaction will go into the ‘without conversation’ timer.
You return to interaction 1 to answer, and spend 3 minutes on this interaction. By the time you close the interaction, a conversation has been opened (you have sent a reply to the client), so we assign 3 minutes in ‘with conversations.’
To sum up, there will be 45 seconds ‘without conversation’ and 3 minutes ‘with conversation’ on this interaction.
Please note: This behavior only occurs if you switch interactions during processing. Otherwise, case 1 or 2 applies.
An ongoing interaction is an interaction that is selected, and whose content is visible on screen. As long as an interaction is selected in the Routing mode, it remains active, even if the agent is working in another window.