How chat average wait time is calculated?

[User205031]

Hello All,

I want to know how chat average wait time is calculated. I have gone through some community threads and found that there is BR 'SNC - Chat Queue Average Wait Time' which calculates based on the average of the last 20 chat queue entries.

Also, from where this message 'Your expected wait time is about 2 minutes' is coming?

[Community Alums]

Hi @User205031 ,

This message is not from the Business Rule!!

 to change the label from "Your expected wait time is about {0} minutes" to "your desired message", navigate to "sys_ui_message.list" and create an entry with

 Key ="Your expected wait time is about {0} minutes" 
 Language="English" ( Select as per requirement) 
 Message ="Longest Wait" (you can set this label as per your requirement)

[Community Alums]

Also @User205031 it was a correct response that  BR 'SNC - Chat Queue Average Wait Time' which calculates based on the average of the last 20 chat queue entries..

[User205031]

Hi Sandeep,

Seems that the 1 minute never changes and our users are stating that they see this but end up waiting longer always.

Can you let me know the reason behind this?

Thanks

[Drew Carpenter]

I got this to work. Deactivate (or filter out the chat queue for which you want to show a custom message) BR: SNC - Chat Queue Average Wait Time
Add the message with the exact key.