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How to Show Estimated Length of Waiting to Customers

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Show your customers the amount of time they can expect to wait before a technician will be able to activate their session.

For a Technician Group

For private sessions, you can show the estimated waiting time. Rescue calculates the estimated waiting time based on the average pick-up time for the last ten sessions of a specific technician. The time is displayed in the Applet, Calling Card, or Instant Chat.

  1. On the Organization Tree, select the Technician Group you want to work with.
  2. Select the Settings tab.
  3. Under Customer Applet, select Display estimated waiting time.
  4. Save your changes.
    • Click Save Changes to apply the settings to the current channel or Technician Group
    • Click Save settings to all channels/groups to apply the same settings to all channels or Technician Groups in your organization

For a Channel

For channel sessions, you can choose to show customers either the estimated waiting time or their position in the queue of waiting customers. For estimated waiting time, Rescue calculates the average pick-up time of the last ten sessions of a channel. The time or position in queue is displayed in the Applet, Calling Card, or Instant Chat.

  1. On the Organization Tree, select the channel you want to work with.
  2. Select the Settings tab.
  3. Choose what you want Rescue to show to waiting customers.
    • For Rescue to show the estimated waiting time, under Customer Applet > Message to waiting customers:, select Estimated waiting time.
    • For Rescue to show the customer's position in the queue, under Customer Applet > Message to waiting customers:, select Queue position.
  4. Save your changes.
    • Click Save Changes to apply the settings to the current channel or Technician Group
    • Click Save settings to all channels/groups to apply the same settings to all channels or Technician Groups in your organization
ProductLogMeIn Rescue

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