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First Message on Chat window

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edited Dec 12, 2019 9:12AM in Digital Customer Service 5 comments

Summary

How the Estimated time in welcome message of chat window estimated

Content

In DCS chat window, the Welcome or the first message in the Chat window is

'You are position 1 in the queue, expected wait 0s' - when the agent is available.

'You are position 1 in the queue, expected wait 30s' - when no agent is not available.

Question:

1. How this position and wait time is calculated

2. Is estimated wait time related to profile: SVC_CHAT_OFFER_NOTIFICATION_TIMEOUT_VALUE

3. Is this logic same for Chat Inlay also?

thanks

Nazim

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