How is expected wait time scripted?

Answered Question
Sep 26th, 2007
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Hi,


Can someone tell me what controls are needed and where they need to be placed in a script and what variables I need to create if any for a very basic expected wait time?


I have looked at previous postings and the I don't follow. The only control I see that might be needed is Get reporting Statistic but I don't know where to put it or how to play people in queue the message of what the expected wait time is.



Please advise,

Thanks,

Chuck

Correct Answer by mmelbourne about 9 years 6 months ago

You can use the Get Reporting Statistic step to fetch the Expected Wait Time (in this step the "Row Identifier" parameter is the CSQ you are interested in).


The Expected Wait Time is in seconds so you may wish to convert this to minutes, and then use a series of prompts together with a "Create Generated Prompt" to announce the wait time.


Have a look at these postings in previous threads:


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddd7fa7/2#selected_message


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddc3cea/1#selected_message



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Correct Answer
mmelbourne Thu, 09/27/2007 - 08:42
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You can use the Get Reporting Statistic step to fetch the Expected Wait Time (in this step the "Row Identifier" parameter is the CSQ you are interested in).


The Expected Wait Time is in seconds so you may wish to convert this to minutes, and then use a series of prompts together with a "Create Generated Prompt" to announce the wait time.


Have a look at these postings in previous threads:


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddd7fa7/2#selected_message


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddc3cea/1#selected_message



Please rate helpful posts!

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