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Waiting Time in Agent Transfer - How does it work?

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edited Aug 18, 2020 9:12AM in Digital Assistant and Mobile 3 comments

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Waiting Time in Agent Transfer - How does it work?

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Hello SMEs-

  We have this Live Agent transfer to Oracle Service Cloud feature implemented. Our client really wants to show to the user what is the waiting time to connect to live agent. We have this implemented based from what's in Oracle documentation, but this message does NOT appear to the user always! Perhaps depends on the number of user trying to connect to live agent ??

Can someone explain to me how the queueing  works and when the waiting message appears? 

Thanks

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