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First Message on Chat window

Received Response
edited Jan 5, 2020 11:48PM in Communication Channels 2 comments


How the Estimated time in welcome message of chat window estimated


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.


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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