Good discussion. I'd say, historically, time in queue
for voice had to be addressed as "in-band" notifications, within the same channel.
With digital channels, we can try to improve the user-experience, and possibly decouple the wait time notification from the channel itself. For instance, with chat, we may want to inform the user upfront about typical wait time, before they even start the chat conversation: this could be a client-side Widget functionality.
Once user starts a chat session, there may be different levels of experience:
- Showing a generic "queue status indicator" could be a client-side Widget functionality.
- Showing in-app messages, that take into account conditions like position in queue and customer's segmentation (and more advanced logic) could probably still be authored within architect flows.
A chat user is probably willing to have a more asynchronous experience with the brand, compared to a voice user, so we could envision future scenarios where user is notified about agent availability, rather than having to wait in a queue.
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Angelo Cicchitto
Genesys - Employees
Director, Product Management
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Original Message:
Sent: 06-03-2020 00:32
From: Dewald Smit
Subject: Live Chat - Waiting Message
Thanks @Rebecca Owens,
Adding in queue wait message functionality to the Widget? Would it not be better to allow in queue flows for chat on architect?
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Dewald Smit
Bytes Systems Integration a Division of Altron
Original Message:
Sent: 06-01-2020 14:33
From: Rebecca Owens
Subject: Live Chat - Waiting Message
Hi,
@Angelo Cicchitto is working on widget builder that will allow this sort of functionality from the Admin UI. He should be able to comment with details.
Rebecca
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Rebecca Owens
PureCloud Self-Service Product Manager
Genesys - Employees
Original Message:
Sent: 06-01-2020 11:46
From: George Ganahl
Subject: Live Chat - Waiting Message
There are not a lot of votes for the idea yet: https://purecloud.ideas.aha.io/ideas/CLDIG-I-555
@Rebecca Owens might be able to speak to the possibilities of adding the feature.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-28-2020 07:08
From: Dewald Smit
Subject: Live Chat - Waiting Message
Good day George, Any update on in queue flow for Chat? IE: OnHold in Queue messages waiting for agent
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Dewald Smit
Bytes Systems Integration a Division of Altron
Original Message:
Sent: 07-16-2019 10:13
From: George Ganahl
Subject: Live Chat - Waiting Message
Inbound Chat Flows are coming soon in PureCloud Architect:
https://help.mypurecloud.com/articles/inbound-chat-flows-overview/
To get the EWT you will need to use the PureCloud Data Actions Integration and write a custom Action to get that info for chat.
https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/
You will want to dig in on the https://developer.mypurecloud.com site for more info on customizing the Chat widget and the PureCloud API used for the data action.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-16-2019 00:18
From: Amy Clifton
Subject: Live Chat - Waiting Message
Hey there,
Is there anything on the Road Map or similar around Live Chat and the potential to have a waiting message, with your status and estimate wait time in the queue?
#Roadmap/NewFeatures
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Amy Clifton
Goodstart Early Learning
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