Queue progress and reconnects

Queue progress explains the wait. Visitor retention determines when an inactive shopper loses their place. Configure them separately.

Set the shopper display

1. Open Design waiting room → Queue progress.
2. Choose Shopper display: Off, Monitor only (hidden from shoppers), or Show to shoppers.
3. Choose Progress format: People ahead, Position, Position and total, Estimated wait, or Minimal status.
4. If showing progress, review Estimated wait, Progress motion, and Admission confirmation.
5. Preview the waiting and admitted states, save, and confirm the actual shopper route after publication.

Monitor only measures quietly while shoppers see the standard waiting message. It does not make the new display public. Show when reliable is conditional: an estimated wait can disappear when the available data does not support it.

Motion options include None, Subtle, Ticker, Flip, and Emphasize near front. Admission confirmation can use text or the offered visual treatment. Check the reduced-motion experience and keep the message understandable without animation.

Why can the shopper see a simpler message?

Admission order, pauses, uncertain estimates, and fallback conditions affect what can be represented honestly. A randomized queue should not imply a guaranteed numeric position. A preview shows an example; it does not establish a real ETA or queue count.

Some deployments expose advanced Queue Progress controls on the room page, including feature state, fallback previews, and incident/review controls. Those are separate from ordinary visual settings. Follow their confirmation requirements and involve support for incident overrides; do not use them to force an inaccurate number onto the shopper screen.

Set visitor retention

1. On the room page, expand Visitor retention.
2. Choose Inactive visitor timeout: Off or the offered 5–60 minute option.
3. Choose Reconnect grace period: 2, 5, 10, or 15 minutes.
4. Read the displayed combined retention time and any live-room confirmation.
5. Choose Save visitor retention, then reopen and verify the values.

A shopper loses their place only after both the inactivity timeout and reconnect grace have elapsed. For example, 15 minutes plus a 5-minute grace gives a 20-minute combined window. Off disables this inactivity-based expiration; it does not make admission or the room’s schedule permanent.

Mobile browsers and background tabs may suspend networking. Shortening retention can cause genuine shoppers to rejoin at the back. The five-minute timeout is labelled aggressive; test before choosing it for long waits or mobile-heavy traffic.

This setting controls a shopper’s place in the queue. It is not the business’s policy for retaining subscriber records or privacy evidence.