For some time now, users have been redirected out of the queue if one of our helpers hasn’t accepted their chat after 4 minutes.\u00a0 Obviously this is a very short amount of time given the number of requests we can get and the fact that we usually only have a handful of volunteers on to answer them.\u00a0 We’ve wanted to raise this limit but haven’t been able to figure out how.<\/p>\n
I’ve heard back from Jive support today, and it seems that there was a setting I was overlooking.\u00a0 There are actually several places to set a timeout, but they are defaults that are inherited by new queues.\u00a0 I had to dig in to the queue settings to change this timeout on an existing queue.\u00a0 A very big thank you to Chase from Jive for figuring this out!<\/p>\n
As I said this should<\/em> be fixed now.\u00a0 If anyone still has any problems with dropping from the queue before 10 minutes please let us know, either here or on irc.mozilla.org<\/a> in #livechat.<\/p>\n","protected":false},"excerpt":{"rendered":" For some time now, users have been redirected out of the queue if one of our helpers hasn’t accepted their chat after 4 minutes.\u00a0 Obviously this is a very short … Read more<\/a><\/p>\n","protected":false},"author":78,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[117,146],"tags":[],"_links":{"self":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/89"}],"collection":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/users\/78"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/comments?post=89"}],"version-history":[{"count":0,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/89\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/media?parent=89"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/categories?post=89"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/tags?post=89"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}