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Chat estimated wait time information
Answer ID 2819   |   Last Review Date 12/31/2018

Is it possible to configure the wait time information in Chat?

Environment:

Chat - Enduser page, Configuration

Resolution:

There are a few configuration settings that control the average wait time for Chat.

Wait time sampling

You can configure the estimated wait time and the average wait time based on calculations. The average wait time and estimated wait time are updated in real time.  If the wait time is exceeded, a configurable message is displayed to the customer, until a new wait time can be calculated.

Message shown to customer: 
You are currently number 1 in the queue.  We apologize for the delay. We will assign you to an agent as soon as one is available. The average amount of time a customer has to wait is 00:003.

Illustrates the message shown to customers as they wait for an agent to become available.


To configure the additional wait time information use the following messages and configuration settings:
 Key  Description
 AVERAGE_WAIT_TIME_SAMPLES Specifies the number of preceding chat wait time samples to use when calculating the average wait time for a queue. Minimum is 2 and maximum is 100. Default is 10.
 ESTIMATED_WAIT_TIME_SAMPLES Specifies the number of preceding chat wait time samples to use when calculating the estimated wait time for a queue. Minimum is 2 and maximum is 100. Default is 10.
 IDLE_QUEUE_WAIT_TIME_RESET_SECONDS Specifies the amount of time in seconds of no queue activity after which wait info values will be reset. Minimum is 300. Default is 14400 seconds (4 hours).
 MIN_WAIT_INFO_UPDATE_SECONDS Specifies the amount of time in seconds between wait time updates if queue positions are not changing. Minimum is 10. Default is 30.


Path to settings:  Select Configuration from the navigation area > Site Configuration > Configuration Settings > search by Key

For more information, refer to the 'Chat for customers' section (path: Chat > Chat > Chat for customers) in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.