Defining when in-queue announcements are displayed

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:

1. Click Chat > Chat Queues on the menu bar and a list of the chat queues that are currently defined is displayed
2. Select (or add) the appropriate chat queue
3. Click the Announcements tab
4. 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
5. 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.
6. 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.
     
7. 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.