489263 - Add queue status and wait time to http://support.mozilla.com/kb/Live+Chat

Status: VERIFIED FIXED

(support.mozilla.org Graveyard :: Chat, defect)

Description

[Matthew Middleton (:zzxc)]

http://support.mozilla.com/kb/Live+Chat should include queue status (open, closed, or queue full), as well as the number of people waiting and the number of helpers online.  There should also be a link to ask in the forum instead to get an e-mailed response.

Comment 2

[Matthew Middleton (:zzxc)]

The information on this page: https://chat-support.mozilla.com:9091/plugins/fastpath/workgroup-stats?workgroup=support (queue status, active agents, questions waiting in default queue, average wait time, longest wait time) need to be available to use on the Live+Chat page.  The data needs to be usable via a TikiWiki plugin and in the .tpl template.

These need to be updated every time the page is loaded, so the XML needs to be fetched via ajax and substituted after the page is loaded.

Comment 3

[Tanner Filip [:tanner]]

Fwiw, one of the sumo volunteers has a really nice PHP script that may work for this.

Comment 4

[Matthew Middleton (:zzxc)]

The estimated wait time displayed should be the actual maximum wait time from the stats page if between 2 and 20 minutes, otherwise it should read "less than 2 minutes"/"greater than 20 minutes".

Optionally, the data could be processed to give a better predicted wait time, such as by using a weighted average of response times based on the number in the queue.  Displaying both the current maximum wait time and the current number of users waiting, however, seems good enough.

Comment 5

[Sam Keen]

I have the code in place to read the xml result from https://chat-support.mozilla.com:9091/plugins/fastpath/workgroup-stats?workgroup=support on a fork of kitsune.
http://github.com/samkeen/kitsune

At this point I need a little more specificity on what data points we will be presenting on the live chat landing page plus how and from what values of the xml response those are calculated.  
can someone (I'm guessing Matthew?) list that out here and I will implement it.
thx

ex,
- "number of helpers online"
  equals 'active-agents'
- "number of people waiting"
  equals 'requests-waiting' 
- 'estimated wait time'
  ???



== example xml response ==
<workgroup-stats name="support">
  <stat name="status">CLOSED</stat>
  <stat name="queue-limit">0</stat>
  <stat name="active-agents">0</stat>
  <stat name="active-chats">7</stat>
  <queue name="SUMO">
    <stat name="requests-waiting">0</stat>
    <stat name="average-wait">1:34</stat>
    <stat name="total-chats">342</stat>
  </queue>
  <stat name="longest-wait">0:00</stat>
</workgroup-stats>

Comment 6

[Matthew Middleton (:zzxc)]

The data that should be displayed to users is:
*Button text changed based on the queue status ('status', either OPEN, CLOSED, READY, or FULL)
*Number of helpers online ('active-agents')
*Number of people waiting for help ('requests-waiting')
*Estimated wait time (function of 'longest-wait', as described in comment 4)

For the status, "Open" means the queue is ready to accept questions, "Ready" means that the queue is open but no helpers are ready for questions, "Full" means that the queue is temporarily closed due to high traffic, and "Closed" means that chat is closed and users should try another means of support.

Comment 7

[Sam Keen]

Attachment: chat status on kitsune fork

woking chat 'status' page on kitsune fork.  Information is retrieved through an XHR to https://chat-support.mozilla.com:9091/plugins/fastpath/workgroup-stats?workgroup=support

Comment 8

[James Socol [:jsocol, :james]]

http://github.com/jsocol/kitsune/commit/ce5480672

Comment 9

[Rebecca Billings [:rbillings]]

Please add test steps to this. Is it possible to test when chat is closed?

Comment 10

[James Socol [:jsocol, :james]]

Queue status is only visible when the chat is open (or full). Then it should contain the data much like in attachment 447092 [details].

Comment 11

[Rebecca Billings [:rbillings]]

Verified when chat was open