When you're using the MiccSDK to get queue data (like checking agent availability or figuring out routing), it’s key to know how up-to-date that info is and what happens if the source system (Ignite) takes its time to respond.

This article breaks down how the system deals with outdated data, what the recent updates mean for admins, and where you can find queue API response metrics in the configuration UI.

How Talkative Retrieves Queue Statuses

Our chat widget utilises queue statuses to determine which cards should show and if interactions can be created within the system. When an action is performed which requires this queue data, Talkative will first check it's local cache to see if it's recently retrieved the queue status data from the MiCC SDK. If there is no data available in the cache or the cache entry is stale, Talkative will make a request to the MiCC SDK to get the current status of the queue in Ignite. Data returned includes , but is not limited too, the amount of users available, idle, and total users on ACD at that time. This data is then used to determine if the queue should be made available in Talkative. The calculation includes settings from Talkative including the business hours and any queue cap configuration. The final model returned indicates the queues status as being:

• Online
• Offline - Business Hours
• Offline - No Users Available
• Offline - Queue Cap
• Offline - Unknown

Additionally, where available, the average wait time will also be included.

The responses from the request made to the MiCC SDK are cached for up to 2 minutes. This is to prevent overloading the Ignite system by making too many frequent requests and to speed up the overall process for end users.

What Happens When Ignite Is Slow or Unavailable

If requests made to the MiCC SDK do not receive a response within at least 10 seconds, we will revert to the previous response to determine queue availability. This data has the potential to be stale and might result in a widget showing agents available when they are not. Additionally, if the delayed response is due to downtime any customers attempting to start an interaction will face an error and be unable to continue. If there are several responses which do not resolve within 10 seconds, we will default to showing the queue as being offline until such time we receive a successful response from the MiCC SDK.

New Visibility: Queue API Response Times & Status Data

A recent change to the platform means we show real-time data within the Talkative queues page for queues linked to an Ignite Open Media queue. The purpose of this data is to more easily enable engineers to understand the responses Talkative has received from the MiCC SDK and debug any issues with queue availability. This data details the amount of agents in the queue and the status of those agents. Additionally, the response time from the queue lookup is also listed. A slower response time might indicate an underpowered Ignite server which could cause problems in a production environment.  We typically expect the response times to be within 1 second, but ideally within 500ms of the request being made. Requests longer than this can result in slower loading times for the widget on the customers website.

Where to View It