04-01-2010 12:54 AM - edited 03-14-2019 05:30 AM
Hi All
I’m using “Get Reporting Statistic Step” to get call wait time while queuing. The step as follows
Select Resource Step
- Connect
- Queue
CallWaitime= Get Reporting Statistic Step
Play Music (20 sec)
Play Announcement
Delay 1
Loop
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.
Thanks
Regards,
Param
Solved! Go to Solution.
04-03-2010 01:44 AM
Hi
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...
Aaron
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04-01-2010 01:01 AM
Hi
When you get a result from the reporting steps you should really validate it to make sure it makes sense.
For example, if it's 0, or say less than 10 seconds, there's not much point playing it out as your prompt is likely to be nearly as long.
I would say it's better to say the wait time is 'less than a minute' as the shorter the time, the less accurate it is possible to be. The system can't really tell when an agent is going to become available, it's just statistical.
Regards
Aaron
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04-02-2010 06:06 PM
Hi Aaron
Thanks for your reply... i think i haven't given my requirement clearly.
What i want is when call gets answered by agent, we need to display in CAD how long this call was waited.
What i tried in my script as follows.. While the call in queue, using "Report statistic" step to getting "Call wait time" and this values assigned to be one of the "CallVariable".
- Connect
CallVar =CallWaitime
- Queue
CallWaitime= Get Reporting Statistic Step
Play Music (20 sec)
Play Announcement
Delay 1
Loop
In my case, when call arrives no agents are available then the call gets queuing, with in Queue step calculating Call wait time and followed by playing 20 sec music file. 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, assume after 10sec of playing music wav file an agent become available so the call gets answered by agent but Call wait time shows 0.
Is there any best method to calculated exact call time and display at CAD. Please advise…
Thanks
Regards,
Param
04-03-2010 01:44 AM
Hi
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...
Aaron
Please rate helpful posts...
09-25-2018 11:40 AM
In UCCX Finesse (11.6.2), how can I handle the calculations to return the minutes waiting in queue and hold that result in call variable and then I can display in Finesse desktop?
04-05-2010 01:34 PM
Hi Param,
Aaron is right, that info is already shown in the CAD, however if you want to show this info as a call variable in the left pane of the CAD you will need to use the Set Enterprise Call Info step of the CRS Editor, you will need to create a expanded call variable called user.layout and of type escalar in the CRS Editor and from the Cisco Desktop Administrator you need to create a new layout that will use this new call variable.
Gabriel.
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