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Live Chat User average waiting time and estimate wait time not populating in HR Help desk

in Help Desk 1 comment

Hi,

When a live chat user initiates a chat and the agent does not accept it, the user should be able to see the average wait time and estimated wait time.

We have configured the profile option ORA_SVC_CHAT_WAIT_TIME_CALCULATION_SAMPLES to “2” and tested with one agent and three users. However, the average and estimated wait times are not being displayed to users when the agent does not accept the chat.

The customer’s requirement is that, as soon as users start a chat, if it is not accepted, they should be able to view the average wait time and estimated wait time in the chat window.

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