E-commerce
July 1, 2026
"How much longer?" "No one has answered me for 15 minutes." "I'm giving up if there's no agent." Three tickets where the human agent wait time lacks proactive communication.
The e-commerce queue wait support covers honest ETA, queue position, updates during the wait, and alternatives, distinct from unavailability (#917) and handoff rules (#12).
This guide #919 deploys policy AGENTWAIT-SUP, flow AW-1 to AW-8, and matrix AGENTWAIT-MAP. Pairs with the future customer service waiting queue bot (#920).
Summary
Why does waiting for an agent generate tickets?
Customer in queue after handoff, ETA exceeded, or prolonged silence. Agent does not communicate or minimizes the wait. Without AGENTWAIT-MAP, confusion with escunav_ #917 or handoff_ #12.
Five typical agent waiting frictions
Vague ETA: announced delay is imprecise or missing
No updates: silence during the wait
ETA exceeded: broken promise leads to frustration
Opaque position: customer does not know where they are
Threatened abandonment: leaves without resolution
DTC Retail Example
DTC Fashion, 7 agentwait_ tickets/month. After AGENTWAIT-MAP: agentwait_resolution_rate 86%, queue abandonments -38%.
AGENTWAIT #919 vs ESCUNAV #917, HANDOFF #12, NOHUMAN #918 and bot #920
Seven queue contents, seven distinct angles.
Quick matrix
#919 AGENTWAIT: manage active waiting ETA updates abandonment
ESCUNAV #917: unavailable distinct from active waiting
NOHUMAN #918: bot message during non-availability distinct from queue wait
HANDOFF #12: transfer rules initial context
Response time #101: overall response SLA distinct from live waiting
Prioritization #26: VIP queue priority
Bot #920: inform qualify reduce perceived waiting
#917 = no human available. #919 = customer already waiting in queue.
Promise #919
AGENTWAIT-SUP policy, AGENTWAIT-GATE tree, 8 macros, ETA queue registry, agentwait_resolution_rate KPI.
Which agentwait_* typologies should be classified?
Action-oriented classifier: eta ≠ position ≠ exceeded ≠ abandon.
Eight AGENTWAIT-MAP typologies
agentwait_eta_question: how much longer
agentwait_queue_position: position in the queue
agentwait_no_update: no updates while waiting
agentwait_eta_exceeded: promised delay exceeded
agentwait_abandon_threat: threat to leave without resolution
agentwait_callback_instead: prefers callback rather than waiting
agentwait_bot_while_waiting: can bot help while waiting
agentwait_vip_priority: VIP client priority waiting
AGENTWAIT-SUP Policy: agent rules and queue registry
The AGENTWAIT-SUP policy establishes proactive communication and an honest ETA during wait times.
Six AGENTWAIT-SUP rules
ETA-HONEST: delay from live queue register
UPDATE-PROACTIVE: message if wait > threshold
EXCEEDED-ACKNOWLEDGE: acknowledge exceeded ETA
ABANDON-RETAIN: alternative before abandoning
BOT-WHILE-WAIT: bot can qualify queue need
VIP-PRIORITY: priority queue if segment is documented
Minimum queue register
ETA calculation: wait estimation method
Threshold update: minutes before auto-message
Position display: show or hide queue rank
Callback option: alternative for long wait
Bot triage wait: qualification during wait time
Flow AW-1 to AW-8: processing pending questions
Eight sequential steps, SLA agentwait_eta_exceeded < 15 min response.
Flow AW-1 to AW-8
AW-1 Triage: active waiting vs unavail #917 vs handoff #12?
AW-2 Classify: agentwait_* via AGENTWAIT-MAP
AW-3 Queue lookup: ETA position live registry
AW-4 Communicate: macro AGENTWAIT ETA position
AW-5 Exceeded: EXCEEDED-ACKNOWLEDGE if exceeded
AW-6 Retain: callback bot_while_waiting abandon
AW-7 Priority: VIP escalate if applicable
AW-8 Close: KPI agentwait_resolution_rate + brief #920
Eight AGENTWAIT-* macros ready to paste
Aligned macros ETA update exceeded retain.
AGENTWAIT-* Library
AGENTWAIT-ETA: “Estimated wait: {{ETA}}. We will keep you updated.”
AGENTWAIT-POSITION: “Queue position: {{rang}}. Next agent in {{ETA}}.”
AGENTWAIT-UPDATE: “Update: {{statut}}. Revised time: {{ETA}}.”
AGENTWAIT-EXCEEDED: “Time exceeded, we are prioritizing your case.”
AGENTWAIT-CALLBACK: “Callback offered: {{créneau}}. Reference: {{id}}.”
AGENTWAIT-BOT-HELP: “In the meantime, I can help you with {{sujet}}.”
AGENTWAIT-RETAIN: “Before you go: {{alternative}}. Case: {{id}}.”
AGENTWAIT-DONE: “Summary: {{question}}. Queue status: {{résolution}}.”
AGENTWAIT-GATE Tree and reducing perceived wait time
Decision tree before leaving client without ETA or abandonment retention.
AGENTWAIT-GATE
Human unavailable not in queue? → handoff ESCUNAV #917
Initial handoff question? → handoff #12
ETA requested? → ETA POSITION from registry
ETA exceeded? → EXCEEDED + queue priority
Abandonment threatened? → RETAIN callback bot_help
VIP? → priority queue #26
Perceived wait
Proactive UPDATE every {{seuil}} min. BOT-HELP qualifies need: reduces frustration and speeds up agent handling. Brief #920 bot queue.
KPI, QA and handoff to bot #920
Measuring AGENTWAIT detects false ETAs and abandons without retention.
Four AGENTWAIT KPIs
agentwait_resolution_rate: waits handled without abandonment
agentwait_eta_accuracy: % ETA respected ± margin
agentwait_proactive_update_rate: % waits with UPDATE
agentwait_abandon_rate: low target queue abandonments
Handoff #920
Export AGENTWAIT-MAP to bot: agentwait_eta_question bot_while_waiting priority. Guardrail QUEUE-REGISTRY-GATE brief #920 ETA triage widget.
Edge cases: heavy BFCM queue, agent connects then disconnects, email chat
Three cases outside the standard flow.
BFCM queue 30+ min
Honest extended ETA. Massive CALLBACK + BOT-HELP triage. Enhanced proactive communication.
Agent disconnects mid-wait
EXCEEDED + UPDATE + queue reassignment. Do not make the client start from scratch without explanation.
Async email wait
Distinguish live chat queue vs email ticket. SLA #101 for async distinct AW flow.
Agent training: 20 minutes AGENTWAIT
Module: ETA UPDATE EXCEEDED RETAIN, distinguishing #917 #918 #920.
Exercises
Ticket A: "how many more?" → ETA POSITION
Ticket B: delay exceeded → EXCEEDED priority
Ticket C: "I give up" → RETAIN CALLBACK
How Qstomy structures AGENTWAIT in your stack
Qstomy route agentwait_*, sync ETA file live, macros UPDATE RETAIN and handoff #920 queue gate.
Three building blocks
Routing: intent queue_wait vs escalation_unavailable
Queue registry: ETA threshold update callback triage
Bot #920: inform and qualify during waiting time
Scenario: DTC, 7 tickets/month agentwait. Proactive UPDATE, bot #920 triage. agentwait_resolution_rate goes from 68% to 87% in 5 weeks.
AGENTWAIT deployment FAQ and checklist
FAQ
Minimize waiting?
No. ETA-HONEST from queue registry.
Difference #917?
#917 = unavailable human. #919 = customer already in active queue.
Difference #920?
#919 = agent tickets. #920 = triage bot for perceived waiting ETA.
Difference #12?
#12 = handoff moment. #919 = after handoff waiting.
7-day Checklist
D1: AGENTWAIT-SUP + AGENTWAIT-MAP + registry queue ETA
D2: 8 helpdesk macros
D3: routing matrix #917 #918 #12 #101
D4: 20 min training for ETA UPDATE agents
D5: agentwait_* tags + KPI
D6: test eta exceeded abandon callback
D7: bot brief #920 QUEUE-GATE
Interlinking
Enzo
July 1, 2026
