Can we dynamically show "position in queue" to user in virtual agent

[dineshchoudhary]

I have configured the queue count during a live agent transfer in the Virtual Agent and displayed it as a system message using the script below. However, I am looking for options to dynamically track and update this count in real time. Is there a way to achieve this?

(function execute() {
        var VALq = new GlideAggregate('awa_interaction_work_item');
        VALq.addEncodedQuery("wi_active=true^wi_state=queued");
        VALq.addAggregate('COUNT');
        VALq.query();
        if (VALq.next()) {
            var countAgent =  VALq.getAggregate('COUNT');
        }    
        var msg = "Your current queue position is: " + countAgent; 
        vaSystem.sendSystemMessage(msg)
})()

[Keszia]

I would love to know this too, as someone has just asked me if this is possible. I looked at your script and Copilot suggested the following instead (I'm not proficient with coding hence my reliance on AI....):

----

To show the user's queue position: You need to:

1. Query all active, queued work items, sorted by creation (e.g., sys_created_on).
2. Loop through them and find the position of the current user's work item (using a unique identifier, e.g., sys_id or user reference).

Example (assuming you have the current work item's sys_id as currentSysId):

(function execute() {
    var currentSysId = /* set this to the current work item's sys_id */;
    var gr = new GlideRecord('awa_interaction_work_item');
    gr.addEncodedQuery("wi_active=true^wi_state=queued");
    gr.orderBy('sys_created_on');
    gr.query();

    var position = 1;
    var found = false;
    while (gr.next()) {
        if (gr.getValue('sys_id') == currentSysId) {
            found = true;
            break;
        }
        position++;
    }

    var msg;
    if (found) {
        msg = "Your current queue position is: " + position;
    } else {
        msg = "Your work item is not currently in the queue.";
    }
    vaSystem.sendSystemMessage(msg);
})();

Note:

• Replace currentSysId with the actual sys_id of the user's work item.
• This script will send the user's actual position in the queue, not just the total count.

[Keszia]

Also, where are you adding this script in the topic in relation to the transfer to live agent script?