I’m using “Get Reporting Statistic Step” to get call wait time while queuing. The step as follows
Select Resource Step
CallWaitime= Get Reporting Statistic Step
Play Music (20 sec)
While playing music wav file if an agents become available the call will be routed to that agent, in this case the call wait time shows zero sec.
For Example, As I listed above, if no agents are available the call going to a Queue and play music(20sec) wav file , assume after 10sec an agent become available so the call gets answered by agent but Call wait time shows 0.
Please advise… it would be much appreciated.
You already have this info in CAD - in the 'Contact Management' pane, you have Enterprise Data on the left, and on the right you see call history which lists the route point, queue, previous agents etc that the call has passed through, and how long it was at each point...
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