Show "Live Chat Wait Status"/ "estimated wait time" on Now Mobile when transferring to live agent

[Serkan Yilmaz]

Hi SNC,

We are using Virtual Agent on our portal and VA is showing the "Live Chat Wait Status"/ "estimated wait time" when the conversation gets transferred to a live agent. This happens within a custom topic that transfers the user to a live agent by "vaSystem.connectToAgent();", so this works fine on the portal.

The same VA topic is now available on Now Mobile and works fine, but only the waiting time is not display on Now Mobile. Is it possible to show the "Live Chat Wait Status"/ "estimated wait time" on Now Mobile.

Hopefully someone else figured out this challenge 🙂

Cheers,

Serkan

[Travis Rogers · Accepted solution]

As of Quebec this message does not display on Mobile. You can submit this in the Idea Portal to get the idea in front of our Product Managers for review!

As a workaround, the Agent Availability topic block already pulls back the current queue wait time into the topic. You can round this waitingtime value and display this to your end users in a text response.

For example:

 

[Serkan Yilmaz]

Hi Travis,

Good idea to create an idea 🙂 My idea is submitted "Display the average wait time for a Live Agent on Now Mobile".

Thanks for your workaround, I was thinking of the same approach, so this is a good confirmation.

BR,

Serkan

[Nikhil Dixit1]

Hello Travis,

We do have same requirement. Trying to achieve the goal using proposed solution but it's not working. What exactly you mentioned in 'Millisecond Conversion' (script action)?

Thanks,

Nikhil