How to show estimated wait time when transferring from VA to live chat

Yasmin · ‎06-30-2020

We would like to show the estimated wait time in virtual agent when user tries to connect with a live chat representative from the topics.

We've noticed that the estimated wait time is shown when trying to connect to live chat from the 3 dot menu. Can this feature be replicated within the transfer to live agent topic?

Transferring to live chat by selecting a topic does not show the estimated wait time. It would be nice to let the user know how long is the wait so that if it takes more than 30 secs they do not think it is a system glitch:

Transferring to live chat from the 3 dot menu does show the estimated wait time. Can this be done similarly when transferring to live chat from the list of topics?:

Thank you!

Community Alums · ‎07-05-2020

Hi Yasmin,

Before Orlando you can write the following script.

 var gt_avg_wt = new GlideRecord('awa_queue')
  gt_avg_wt.addQuery('name','XYZ');//XYZ- is name of your queue
  gt_avg_wt.query();
  if(gt_avg_wt.next()){
      var ftch_avg_wt = gt_avg_wt.average_wait_time;

      var gdtTime = new GlideDateTime(ftch_avg_wt);
      var num_ftch_avg_wt = gdtTime.getNumericValue();
    

var result;
    var totalSec = num_ftch_avg_wt / 1000;
    //gs.info('sec' + totalSec);
    var hours = parseInt( totalSec / 3600 ) % 24;
    //gs.info('hrs' + hours);
    var minutes = parseInt( totalSec / 60 ) % 60;
    //gs.info('minutes' + minutes);
    var seconds = totalSec % 60;
    //gs.info('seconds' + seconds);
    if(hours == 0 & minutes != 0){
      var result = (minutes < 10 ? "0" + minutes : minutes ) + " " + "minutes" + (seconds   < 10 ? "0" + seconds : seconds +" " +"Seconds");
      //gs.info(result1);
    }
    else if(hours == 0 & minutes == 0 ){
      var result = (seconds   < 10 ? "0" + seconds : seconds +" " +"Seconds");
    }
    else{
    var result = (hours < 10 ? "0" + hours : hours) + " " + (minutes < 10 ? "0" + minutes : minutes +" "+ "Minutes") + " " + (seconds   < 10 ? "0" + seconds : seconds +" " +"Seconds");
     // gs.info('result'+result);
    }
  

      vaVars.a = result;
  }

Please mark this comment as Correct Answer/Helpful it it helped you.

Cheers,

Hardit Singh

View solution in original post

Susan Britt · ‎07-01-2020

I am not aware of a way to do this in New York, but Orlando has a new field/setting ("Live Chat Wait Status") within the Chat Setup where you can select to show the wait time. It will appear during that transfer.

Susan Britt · ‎07-01-2020

Md Saquib Ansar · ‎01-20-2024

Hi Susan,

Could you please show where to make these changes, so that it will show the timing as 25 minutes instead of 1 minute.

Subham_ · ‎02-24-2025

@Susan Britt how to achieve this 25 min