This article briefs on how to show the "Longest wait time" instead of "Average wait time" on the queue in "Connect workspace" / "Connect mini-window".
Following screenshot shows the out of the box provided "Average wait time",
- The connect chat interface code is harcoded to display the "average_wait_time" of the chat_queue record in the connect workspace
- This average_wait_time field is calculated and set by the OOB provided after update business rule called "SNC - Chat Queue Average Wait Time"(/sys_script.do?sys_id=e2479357c0a8015274607cd0fe2d9ffd)
In order to achieve the requirement of Connect workspace to display the longest wait time of the chat entry in the queue, please perform the following modifications,
- Review and customize the "SNC - Chat Queue Average Wait Time" business rule in such a way that it sets the longest wait time of the chat_queue_entry into average_wait_time field of the chat_queue record, so that automatically chat platform code will pull this longest wait time value and set it in average_wait_time field and display it.
- Secondly, to change the label from "Average Wait" to "Longest wait", navigate to "sys_ui_message.list" and create an entry with
Key ="Average Wait"
Language="English" ( Select as per requirement)
Message ="Longest Wait" (you can set this label as per your requirement)