Hi ,
I have enabled virtual agent chatbot and checking live agent support topic . I have made an agent available named as Beth Anglin..
whenever i am requesting for live agent support , if agent(Beth Anglin) is available i am getting message as "
Routing you to a live agent...
Your expected wait time is about 1 minute".
I have 3 questions :
1. how this expected wait time is getting calculated ?
2. can this wait time message(" Your expected wait time is about 1 minute be updated ") be updated as 5 minutes/ 10 minutes .. if yes how ?
3. If available agent doesn't accept the request , where does it goes and for approximately an hr it was showing same message . why so ?
Request you to provide resolution
Thanks ,
Veenal
