When a customer is waiting to chat with an agent, she gets the message,
“You are currently number 1 in the queue. It is estimated that your wait time will be less than 1 minute.”
I’m noticing noticed that Fastpath estimates the wait will be “less than 1 minute” no matter how many people are waiting or how many agents are logged on. I tested up to 9. In our case, 9 people waiting means at least a 10 minute wait, depending on how many agents are on, and I’d like to be honest about that.
If the “1” in the 1-minute message hard coded or if it is a message I can edit somewhere, or if it is supposed to be dynamic - what can I do to make this message accurate?