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Getting estimated waiting time

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#1 tberen


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Posted 06 December 2017 - 11:53 AM

We want to give our customers the chance to choose the fastest communication channel (eg. chat, call or mail)

Does Livezilla have an API-Command where i can get a estimated (but realistic) value how long it takes until he get's an chat partner?
Maybe a problem: we are using the chatbot, this chats are immediately, so this could be bad for a statistical value.

In worst case i can write an php script which returns it from the Livezilla database, i have access to it.
But i do not know which data is relevant.

sorry if my English may be bad.

kind regards

#2 Patrick Keil


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Posted 06 December 2017 - 02:34 PM

Hi Thomas,

to calculate the estimated waiting time you need to know three things:

1.) Online Operator count (use API function "List Operators" or check MySQL table "operators")
2.) Concurrent chats per operator (this is related to your configuration)
3.) Average chat duration (check MySQL table "chat_archive" for a field "duration". Your query should ignore all entries with "type" != 1 and "closed"=0)

Hope that helps.

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