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Queue depth calculation on ICM is not refreshing properly

We have a setup of WIM integrated with UCCE and we need to display the queue depth message on the customer chat page. We have referred the following document for the same http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_902/Maintenance/cisco_im902_cce_deploymentguide.pdf

 

We are using formula in calculating the queue depth

 

1. First we store the callQueuedToday in a variable

Call.PeripheralVariable9= SkillGroup.AGPG2_1.CIM_WIM.test123.RouterQueueCallsToday

2. Queue depth is calculated using the below formula

user.queue.depth= SkillGroup.AGPG2_1.CIM_WIM.test123.RouterCallsQNow-(SkillGroup.AGPG2_1.CIM_WIM.test123.RouterQueueCallsToday-Call.PeripheralVariable9)

 

above formula is refreshed in regular interval and corresponding queue depth is assigned to ECC variable and passed to the WIM to display in the Chat page

 

Now we have a problem of queue depth not getting refreshed. Below is the scenario

 

1. Consider 4 chats in queue on a particular skill. Initially WIM displays the queue depth in the order as they are arrived. For 1st chat it displays as 1, for second queue depth is shown as 2, for third it is shown as 3 and 4 for the forth

 

2. When the agent answers the 1st chat, remaining chats in queue should be decreased by 1. However we are facing an issue where 2nd chat still shows the queue depth as 2 (which is not correct it should get refreshed to 1), 3rd chat shows as 2nd and on 4th chat queue depth is shown as 3.

 

3. Queue depth has not got refreshed for the 2nd chat which was in queue.

 

4. Now if the agent answers 2nd chat in the above scenario, 3rd chat still shows the queue depth as 2 (which is incorrect) and 4th chat now refreshes the queue depth from 3 to 2.

 

5. In short, queue depth is not getting refreshed for the chat immediate to the answered chat.

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