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

aratik · ‎04-27-2022

Thanks, Murali. What I meant was from the user end, when the user clicks on the menu from the Virtual Agent and selects Contact Live Agent, is it possible to show Your wait position is:x? Does not look like the menu item is associated with a setup topic?

Thanks.

Catherine16 · ‎05-01-2022

Hello, Murali.

Is this still applicable even if the Connect Chat is now being deprecated? Since as per checking in our instance, live agent chats are no longer going to chat_queue_entry table.