How is Estimated Wait Time calculated when visitors are waiting in the chat queue?

March 18th, 2018 | Settings & Customizations

Comm100 Live chat allows your agents to accept chats automatically. When all agents have reached their maximum concurrent chats, new visitor chat requests will enter a queue sequentially until an agent becomes available.

To enable the Chat Queue, Auto Accept Chats or Auto Allocation must be activated. When visitors are waiting in the queue, they will be notified of the estimated Wait Time, keeping them informed of how long they might have to wait before their chat will be accepted.

You are No.{queuePosition} in the queue. The estimated wait time is about {estimatedWaitTime} minute(s). Thank you for your patience.
Estimated Wait Time in Chat Queue

Estimated Wait Time Calculation Formula

Estimated Wait Time = ([(N-1)/X]+1) *Average Chat Time of Most Recent 100 Chats

N: Position in the Queue.

X: Max concurrent chat number.

(N-1)/X: Rounds the number down to zero decimal places.

  • X depends on your configuration at Settings > Auto Allocation/Auto Accept Chats. You can set one number for all agents or different numbers for individual agents.
    Max Concurrent Chat Number
  • When N or X changes, the Estimated Wait Time changes dynamically.
  • The max concurrent chat number is based on your account settings. The number will be different for Site, Department, or Agent, depending on whether your routing rules enable chat routed to Departments or Agents.
  • The max concurrent chat number for Site is the total number of max concurrent chats for each online agent.
  • The max concurrent chat number for Department is the total number of max concurrent chats of each online agent that belongs to that department. Online agents from back-up departments are not included.
  • The max concurrent chat number for Agent is the max concurrent chat number of that individual agent.

Average Chat Time of Most Recent 100 Chats: The 100 chats are most recent chats which happened in the past 30 days. If there are only 50 chats in the past 30 days, the calculation of Average Chat Time will be based on these 50 chats.

The Estimated Wait Time is an Integer

Estimated wait time is always rounded up to zero decimal places. If 0=< Estimated Wait Time <1 min, the system shows it as 1 min. So if the Estimated Wait Time is 1.2 min, the system shows it as 2 mins.