Introduction of New Template Variables for Queue Position and Average Wait Time

[macolym]

Is your feature or enhancement related to a problem? Please describe.

Currently, there's no straightforward way for clients to be informed about their position in the queue and the expected waiting time, even though this data exists within the system. Integrating this information can significantly enhance the user experience by setting clear expectations.

Describe the solution you'd like

1. Queue Position Template Variable: Introduce a template variable that displays the client's position in the queue. This can be derived from the unassigned_count.
2. Average Wait Time Template Variable: Implement a template variable to inform the client about the average waiting time. This can be fetched from the api/v2/accounts/{{account_id}}/reports/summary endpoint using the following parameters:

• type: account
• since: current day
• until: current day
• business_hours: true

response: avg_first_response_time

These template variables can be used in automated messages or notifications to inform clients about their current status, improving transparency and user satisfaction.

Describe alternatives you've considered

While there are ways to manually fetch and compute these values, having template variables will simplify the process, making it more efficient and less error-prone for agents and administrators.

Additional context

Providing users with clear and real-time information about their status can significantly boost satisfaction rates, especially during peak hours or days with high query volumes. Integrating these template variables can be a step towards a more user-centric support platform.

[pranavrajs]

Moving this to feature discussions as we wouldn't be picking it up immediately.