Hello Team!

I am working on updating to Genesys Messenger and I was trying to review how to get the chat to share with the customer how many people are ahead of them while waiting to speak with a person.  I feel like providing a time will force them to disconnect which is not what we want.

I can't find any documentation on how to do this, anyone have any helpful advice?

Thank you!

If you're using an in-queue message flow, you can use the Message.PositionInQueue built-in variable.

https://help.mypurecloud.com/articles/queue-call-flows/

Hello Team!

I am working on updating to Genesys Messenger and I was trying to review how to get the chat to share with the customer how many people are ahead of them while waiting to speak with a person.  I feel like providing a time will force them to disconnect which is not what we want.

I can't find any documentation on how to do this, anyone have any helpful advice?

Thank you!

Hi Melissa,

When I go into In-Queue for message, I don't see the Message.PositionInQueue built-in variable.

I don't see that under any of the data actions and I'm not sure where to type that variable, would it be under Media_Type?

Thank you,

If you're using an in-queue message flow, you can use the Message.PositionInQueue built-in variable.

https://help.mypurecloud.com/articles/queue-call-flows/

Hello Team!

I am working on updating to Genesys Messenger and I was trying to review how to get the chat to share with the customer how many people are ahead of them while waiting to speak with a person.  I feel like providing a time will force them to disconnect which is not what we want.

I can't find any documentation on how to do this, anyone have any helpful advice?

Thank you!

It doesn't have anything to do with a data action.  You can type it into any expression field.

For example:

The full expression is 

Append("There are ", ToString(Message.PositionInQueue-1), " people in front of you")

Hi Melissa,

When I go into In-Queue for message, I don't see the Message.PositionInQueue built-in variable.

I don't see that under any of the data actions and I'm not sure where to type that variable, would it be under Media_Type?

Thank you,

If you're using an in-queue message flow, you can use the Message.PositionInQueue built-in variable.

https://help.mypurecloud.com/articles/queue-call-flows/

Hello Team!

I am working on updating to Genesys Messenger and I was trying to review how to get the chat to share with the customer how many people are ahead of them while waiting to speak with a person.  I feel like providing a time will force them to disconnect which is not what we want.

I can't find any documentation on how to do this, anyone have any helpful advice?

Thank you!

Hi Melissa, we haven't used position in queue for a while, but I vaguely recall some people had issues where the position in queue built-in variable didn't "refresh" on subsequent passes of the in-queue flow.  Does that ring any bells for you?

It doesn't have anything to do with a data action.  You can type it into any expression field.

For example:

The full expression is 

Append("There are ", ToString(Message.PositionInQueue-1), " people in front of you")

Hi Melissa,

When I go into In-Queue for message, I don't see the Message.PositionInQueue built-in variable.

I don't see that under any of the data actions and I'm not sure where to type that variable, would it be under Media_Type?

Thank you,

If you're using an in-queue message flow, you can use the Message.PositionInQueue built-in variable.

https://help.mypurecloud.com/articles/queue-call-flows/

Hello Team!

I am working on updating to Genesys Messenger and I was trying to review how to get the chat to share with the customer how many people are ahead of them while waiting to speak with a person.  I feel like providing a time will force them to disconnect which is not what we want.

I can't find any documentation on how to do this, anyone have any helpful advice?

Thank you!

1) It refreshes when the inqueue task loops, and there's also logic to not refresh it too frequently.  So if you have a really tight loop, it won't refresh every time.
2) Remember if never shows an increase in value, only decreases.

Hi Melissa, we haven't used position in queue for a while, but I vaguely recall some people had issues where the position in queue built-in variable didn't "refresh" on subsequent passes of the in-queue flow.  Does that ring any bells for you?

It doesn't have anything to do with a data action.  You can type it into any expression field.

For example:

The full expression is 

Append("There are ", ToString(Message.PositionInQueue-1), " people in front of you")

Hi Melissa,

When I go into In-Queue for message, I don't see the Message.PositionInQueue built-in variable.

I don't see that under any of the data actions and I'm not sure where to type that variable, would it be under Media_Type?

Thank you,

If you're using an in-queue message flow, you can use the Message.PositionInQueue built-in variable.

https://help.mypurecloud.com/articles/queue-call-flows/

Hello Team!

I am working on updating to Genesys Messenger and I was trying to review how to get the chat to share with the customer how many people are ahead of them while waiting to speak with a person.  I feel like providing a time will force them to disconnect which is not what we want.

I can't find any documentation on how to do this, anyone have any helpful advice?

Thank you!