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

Muralidharan BS · ‎11-02-2020

You've welcome

jonathangilbert · ‎11-16-2021

Hi Murali, are you just adding your script mentioned above to the "Response Message" in the "Text" bot response in VA Designer, as I tried doing that and the topic just passes straight by this action, where as If I run as a background script as you mention it tells me I am in position 2

Muralidharan BS · ‎11-17-2021

Hi Jonathan,

click on the script button in response msg and add the below,

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

aratik · ‎04-26-2022

Hi Murali,

Is it possible to add this to the Contact Live Agent Virtual Agent menu item?

Muralidharan BS · ‎04-26-2022

Hi Aratik,

It is not possible at the Agent end, but there is a workaround. You can create a list view on workspace on this table - awa_interaction_work_item.

Agents have to click the list to know the number of chat in their queue.

Tweak the state to get exact count.

Thanks