Agent chat queue Max wait time does not work properly

[Elena7]

Hi,

We currently are implementing the Agent chat.

We encounter problem with Queue Max wait time.

We would like that, when a user send a message to an agent, if the agent does not accept or reject it before 30 sec, the user get the message that there is no agent available.

What we tried : 

1/ We tried the Maw wait time on the form like this :

2/Then for a second soution we configured an assignment eligibility attached to the Queue like below and put the Max wait time to 05 seconds or less : 

Problem : at the end of the 30 seconds, the message that there is no agent available is randomly display.

Sometimes we need to wait 35 seconds, sometimes 1minutes.

We don't really understant how it works.

Any help will be appriciate.

Regards,

[shivani16]

Hi @Elena7

I am also facing the same issue, could you please help me with this, if it got resolved.

[Addy22]

Hi @Elena7 

Can you try providing 30 secs in Target wait time field and then just add 5 sec in Max wait time.

So as i could remember,it will wait till target wait time and then for some more time mentioned in Max wait time.(You can adjust as per your requirement)

[shivani16]

Hi @Addy22 

Thanks for your response, but still, it's not working. 

[Lynda1]

Set Target wait time to 15 seconds, Max wait time to 25 seconds

The Eligible At set to 0,  with 30 seconds in Max and eligible at set to 30 seconds = 1 minute.

There is a few second delay between Max wait time and the message appearing, it depends on the Agent and users internet speed. if one has a slower speed, the wait is a little longer. We have experienced a 15 second delay.