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First Message on Chat window

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edited Jan 5, 2020 11:48PM in Communication Channels 2 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?

 

PS: In DCS forum, it was replied that 'DCS just reports the information returned from the chat server we do not calculate it ourselves' and referred to this forum -

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