Company administrators can define when announcements stating either the chat’s position in a queue or the estimated wait time in the queue, are displayed.
The position announcement and the wait-time announcement are defined at the queue level.
Note: You can configure settings for either a queue-position announcement or an estimated wait-time announcement, not both.
Define when in-queue announcements are displayed: #
- Click Chat > Chat Queues on the menu bar and a list of the chat queues that are currently defined is displayed
- Select (or add) the appropriate chat queue
- Click the Announcements tab
- To specify how often the announcement is sent, do one of the following:
- Tick the Send announcement once checkbox
- Tick the Send announcement every number seconds checkbox and select the interval using the up and down arrows
- To configure a queue-position announcement:
- Tick the Queue position checkbox
- To specify that the announcement is displayed only when the starting position of the chat in the queue is greater than a specific number, tick the Only where initial position is greater than checkbox and then select a number using the up and down arrows
- (Mandatory.) Specify the message in the Announcement text box. For example: “Your current position in the queue is <position>”, where the keyword <position> will be substituted by the system for the current position of the chat in the queue.
Note: If the keyword <position> is not in the text, the message will not be modified and the same message will be displayed, regardless of the chat’s position in the queue.
- To configure an estimated wait-time announcement:
- Tick the Estimated queue time checkbox
- To specify that the announcement is displayed only when the estimated wait time of the chat in the queue is more than a specific number of seconds, tick the Only when wait time is greater than checkbox and then select the number of seconds using the up and down arrows
- (Mandatory.) Specify the message in the Announcement text box. For example: “Your estimated wait time in the queue is <estimated_time_mins> and <estimated_time_seconds>”, where the keywords <estimated_time_mins> and <estimated_time_seconds> will be substituted by the system for the current estimated waiting time of the chat in the queue
Note: If the keywords <estimated_time_mins> and <estimated_time_seconds> are not in the text, the message will not be modified and the same message will be displayed, regardless of the chat’s estimated waiting time in the queue.
- Click Add or Save Changes, as appropriate
Definitions #
- Send announcement once: The announcement is displayed once only.
- Send announcement every number seconds: The announcement is displayed at regular intervals.
- Queue position: Whether or not a queue-position announcement is displayed to callers.
- Only where initial position is greater than position number: Whether or not the announcement is displayed only when the starting position of the chat in the queue is greater than a specific number.
- Announcement: The message to display. For example: “Your current position in the queue is <position>”, where the keyword <position> will be substituted by the system for the current position of the chat in the queue.
- Estimated queue time: Whether or not an estimated wait-time announcement is displayed to callers.
- Only when wait time is greater than number of seconds: Whether or not the announcement is displayed only when the estimated wait time of the chat in the queue is more than a specific number of seconds.
- Announcement: The message to display. For example: “Your estimated wait time in the queue is <estimated_time_mins> and <estimated_time_seconds>”, where the keywords <estimated_time_mins> and <estimated_time_seconds> will be substituted by the system for the current estimated waiting time of the chat in the queue.