There is no status during the waiting period, and the customer will repeatedly send whether it is processed by someone. Queuing prompts should help users determine their next steps, rather than giving an exact number of minutes that is hard to cash in on.

Difficulties in actual use

Show the current status, working hours and optional methods of retaining funds, and explain the basis for the expected waiting range if necessary; retain the options of exiting and continuing to wait.

How to arrange functions and responsibilities

For example, during non-working hours, customers can submit complete questions and query numbers, and provide applicable manual entrances for urgent matters; do not use text that always displays access immediately to cover up the fact that no one is on duty.

Scenario example

Simulate queue growth, agent offline and page refresh, check whether the location or status is reasonable; avoid repeated creation of sessions after prompt changes, and allow customers to retain the content they have filled out.

Check the processing results item by item

  • The queuing status can indicate whether there are people online now, whether the application has been accepted, and whether the user can leave a question first.
  • The expected waiting range will only be displayed when there is a reliable basis, and the description will be adjusted in time when the queue suddenly changes.
  • When the user returns after leaving, he should be able to query the submitted content and resume the session with a confirmed identity if necessary.
  • When the robot collects information first, the page should indicate that it is still waiting for manual work, and the automatic reply cannot be regarded as that the agent has connected.
  • Emergency entrances must have applicable conditions and actual responsible personnel to prevent everyone from entering the so-called emergency queue.
  • The customer service side displays the longest-awaited items and items that need to be supplemented to help arrange responses; the client side keeps the prompts simple to let people know whether the wait is still valid.

Verification and Continuous Maintenance

When customers add key information during the queuing period, retain the content and prompt the person taking over to review it. The system can merge notifications for repeated reminders, but cannot directly delete the business facts added by customers to avoid reducing interruptions and losing clues.