*Update! The Ignore Max Wait Time configuration has moved to the drop-down Online menu within the Engagement Studio (see image below).
When you first configure a skill in Live Assist, you select the maximum wait time after which engagements will not be displayed to visitors. This is to ensure that visitors do not click an engagement and end up waiting for a long time to be answered by an agent.
Sometimes, you wish to override this setting for a particular engagement, and allow the engagement to display regardless of the length of time that visitors will have to wait. Live Assist allows you to decide to override the max wait time setting that you've configured in your Skills settings.
When you activate Ignore max wait time in the Engagement Studio, as long as at least one agent is online, the engagement will display and visitors will be able to click and wait for an agent.
By ignoring max wait time, you allow the engagement to display regardless of wait time.
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