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    David Callaghan
    Trigger Chat "Position in Queue" messageAnswered
    Topic posted May 9, 2019 by David CallaghanBlue Ribbon: 750+ Points, tagged Chat 
    86 Views, 3 Comments
    Title:
    Trigger Chat "Position in Queue" message
    Summary:
    Trigger Chat "Position in Queue" message
    Content:

    Hello,

    I'm in the process of changing the wording of the Chat Position in Queue Message e.g. "You are position X in the queue, your wait time is: Y"

    The problem I have is testing the change, I can't get the Service Cloud to output the message.

    On our test environment i have one agent (me) and I queue up 10 chats, however the message never displays. 

    Is there a way to trigger this message to be output?

     

    Regards,

    David

    Version:
    Oracle Service Cloud 18B (Build 274 SP 5, CP 285)

    Best Comment

    Ajay Yadav

    Hi David,

    please check if widget is updated on Chat_ladning.php page.

    <rn:widget path="chat/ChatQueueWaitTime" type="all"
     
    label_average_wait_time = "<span class=rn_upper>, our estimate: <span class=rn_freight>${average-wait-time}</span></span>"
                                                 label_queue_position = "Hold tight, we're searching for an available agent.<br/><span class=rn_upper>There are <span class=rn_freight>${queue-position}</span> people ahead of you</span>"
    />

     

    These Config Setting should be Enabled

    QUEUE_POSITION_ENABLED

    QUEUE_WAIT_TIME_ENABLED

    Check what is the value of these 2 config setting, if it is 10 then then you need take Accept 10 Chats first before system start calculating.
    AVERAGE_WAIT_TIME_SAMPLES
    ESTIMATED_WAIT_TIME_SAMPLES

     

     

     

     

    Comment

     

    • Ajay Yadav

      Hi David,

      please check if widget is updated on Chat_ladning.php page.

      <rn:widget path="chat/ChatQueueWaitTime" type="all"
       
      label_average_wait_time = "<span class=rn_upper>, our estimate: <span class=rn_freight>${average-wait-time}</span></span>"
                                                   label_queue_position = "Hold tight, we're searching for an available agent.<br/><span class=rn_upper>There are <span class=rn_freight>${queue-position}</span> people ahead of you</span>"
      />

       

      These Config Setting should be Enabled

      QUEUE_POSITION_ENABLED

      QUEUE_WAIT_TIME_ENABLED

      Check what is the value of these 2 config setting, if it is 10 then then you need take Accept 10 Chats first before system start calculating.
      AVERAGE_WAIT_TIME_SAMPLES
      ESTIMATED_WAIT_TIME_SAMPLES

       

       

       

       

    • David Callaghan

      Thanks Ajay! - I will check the settings as you advise

      As for the Widget code, I am using the Oracle Digital Assistant, and not the Widgets but I think the settings are def. best place to start

    • David Callaghan

      Thanks again Ajay

      The settings *_SAMPLE, I changed and this triggered the message to be display!!