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wmbom107
New Participant
December 17, 2024
4. Future Consideration

Enhancing the agent wait time functionality

  • December 17, 2024
  • 1 reply
  • 17 views

When the agent wait time functionality is turned on, the bot will provide an estimated wait time when the live chat session is initiated. Is it looking at the amount of time it takes for the api call to run and establish a chat session or more like the average wait time for an agent to actually accept a chat. 

 

During testing I noticed that the estimated wait time is exactly the same, every time a submitted a live agent request

 

In service now you have the ability to set a wait time out for an agent to accept a chat before it moves to the next available agent. In our instance it is 3 minutes.

 

So if the bot shows estimated wait time is 23 seconds, but that agent is busy the user will wait 3 minutes then be handed to the next  agent. A new wait time is never reissued and during that time the user has no idea why 23 seconds has turned into 5 minutes. 

I think the wait time estimate would be more valuable if it were looking at the average time for chats to be accepted by an agent, rather then the time it take to establish the chat session.

 

 

 

 

    1 reply

    kyril.remillard
    kyril.remillard
    Community Manager
    January 27, 2025

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