Queue waiting number in Virtual Agent

sarabjeet · ‎10-21-2020

Hi,

I want to know is there any way in VA so we can define the queue waiting number while our chat is routed to Live Agent.

For Example- If have choose option to contact to live agent and all agents are busy and there are 3 other people waiting for the agents. So my queue waiting number should be 4 and visible to me.

Muralidharan BS · ‎10-28-2020

Hi Sarabjeet,

I tried the same thing and it worked for me. But can you try this script in backgrounds and see the result. Also manually check in chat_queue_entry table and see the logs in the debug.

var chq = new GlideAggregate('chat_queue_entry');
chq.addQuery('state=1');
chq.addAggregate('count');
chq.query();
if(chq.next())
gs.info( 'Your wait position is: ' + (parseInt(chq.getAggregate('count'))+1));

View solution in original post

Ankur Bawiskar · ‎10-21-2020

Hi,

I don't think you can configure that

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Muralidharan BS · ‎10-22-2020

Hi Sarabjeet,

I tried the solution and I was able to get to this point (below image).

I am unable to bring the wait position msg after the line "Please stand by". I think we can only show the queue position before the line.

Thanks

sarabjeet · ‎10-23-2020

Hi Murali,

Could you please tell me how to configure this wait position in chat?

Muralidharan BS · ‎10-27-2020

Hi Sarabjeet,

Add a bot response before the connect to live agent.

And use the script to return the count.

(function execute() {
var chq = new GlideAggregate('chat_queue_entry');
chq.addQuery('state=1');
chq.addAggregate('count');
chq.query();
if(chq.next())
return 'Your wait position is: ' + (parseInt(chq.getAggregate('count'))+1);
})()

I tried using the lookup action, but I dont know how to retrieve the count without using script.

Thanks