I'm going to explain 2 ways to do this.

Method 1:

In your in-queue flow, use the hold music action to play for a duration of 30 seconds, then add a transfer to ACD action.  If an agent becomes available during those 30 seconds, the caller will get answered and the in-queue flow will not get to the transfer action.  If no agents become available, the caller reaches the transfer action and goes to the next queue.

Method 2:

This method is more complicated, but it will allow you to determine if the caller's estimated wait time is > 30 seconds, and perform the transfer without waiting the initial 30 seconds.

In-queue flows have a built-in variable named Call.EstimatedWaitTime.  You can check the value of this and make a decision on whether to transfer to another queue.

But first you need to use the Play Estimated Wait Time action so its value is fetched.  If you don't want the caller to hear that time, just replace Call.EstimatedWaitTime in the expression box with NOT_SET.

For the decision action, here are some example calculations:

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path if the call's EWT couldn't be fetched for any reason, or it is greater than 30 seconds.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path only if the call's EWT is known & greater than 30 seconds.

Documentation resources:

https://help.mypurecloud.com/articles/hold-music-action/

https://help.mypurecloud.com/articles/play-estimated-wait-time-action/

I'm going to explain 2 ways to do this.

Method 1:

In your in-queue flow, use the hold music action to play for a duration of 30 seconds, then add a transfer to ACD action.  If an agent becomes available during those 30 seconds, the caller will get answered and the in-queue flow will not get to the transfer action.  If no agents become available, the caller reaches the transfer action and goes to the next queue.

Method 2:

This method is more complicated, but it will allow you to determine if the caller's estimated wait time is > 30 seconds, and perform the transfer without waiting the initial 30 seconds.

In-queue flows have a built-in variable named Call.EstimatedWaitTime.  You can check the value of this and make a decision on whether to transfer to another queue.

But first you need to use the Play Estimated Wait Time action so its value is fetched.  If you don't want the caller to hear that time, just replace Call.EstimatedWaitTime in the expression box with NOT_SET.

For the decision action, here are some example calculations:

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path if the call's EWT couldn't be fetched for any reason, or it is greater than 30 seconds.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path only if the call's EWT is known & greater than 30 seconds.

Documentation resources:

https://help.mypurecloud.com/articles/hold-music-action/

https://help.mypurecloud.com/articles/play-estimated-wait-time-action/

I'm going to explain 2 ways to do this.

Method 1:

In your in-queue flow, use the hold music action to play for a duration of 30 seconds, then add a transfer to ACD action.  If an agent becomes available during those 30 seconds, the caller will get answered and the in-queue flow will not get to the transfer action.  If no agents become available, the caller reaches the transfer action and goes to the next queue.

Method 2:

This method is more complicated, but it will allow you to determine if the caller's estimated wait time is > 30 seconds, and perform the transfer without waiting the initial 30 seconds.

In-queue flows have a built-in variable named Call.EstimatedWaitTime.  You can check the value of this and make a decision on whether to transfer to another queue.

But first you need to use the Play Estimated Wait Time action so its value is fetched.  If you don't want the caller to hear that time, just replace Call.EstimatedWaitTime in the expression box with NOT_SET.

For the decision action, here are some example calculations:

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path if the call's EWT couldn't be fetched for any reason, or it is greater than 30 seconds.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path only if the call's EWT is known & greater than 30 seconds.

Documentation resources:

https://help.mypurecloud.com/articles/hold-music-action/

https://help.mypurecloud.com/articles/play-estimated-wait-time-action/

I'm going to explain 2 ways to do this.

Method 1:

In your in-queue flow, use the hold music action to play for a duration of 30 seconds, then add a transfer to ACD action.  If an agent becomes available during those 30 seconds, the caller will get answered and the in-queue flow will not get to the transfer action.  If no agents become available, the caller reaches the transfer action and goes to the next queue.

Method 2:

This method is more complicated, but it will allow you to determine if the caller's estimated wait time is > 30 seconds, and perform the transfer without waiting the initial 30 seconds.

In-queue flows have a built-in variable named Call.EstimatedWaitTime.  You can check the value of this and make a decision on whether to transfer to another queue.

But first you need to use the Play Estimated Wait Time action so its value is fetched.  If you don't want the caller to hear that time, just replace Call.EstimatedWaitTime in the expression box with NOT_SET.

For the decision action, here are some example calculations:

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path if the call's EWT couldn't be fetched for any reason, or it is greater than 30 seconds.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path only if the call's EWT is known & greater than 30 seconds.

Documentation resources:

https://help.mypurecloud.com/articles/hold-music-action/

https://help.mypurecloud.com/articles/play-estimated-wait-time-action/

Unfortunately the in-queue flow doesn't have access to any other statistics about the queue (yet--we do plan to add it in the future).  Until then, you can write your own data action that will look up that information and use the Call Data Action in the in-queue flow to access it.  The in-queue flow has a Call.CurrentQueue variable that you can use to pass the queue's id as an input into the data action.

Your 2nd question can also be accomplished with a data action.  For this one you would need to know the previous queue's id for your data action; you can either hardcode it if there is only 1, or use the Set Participant Data Action & Get Participant Data Action to pass that information from the 1st in-queue flow to the overflow queue's in-queue flow.

One important note: the caller's position in queue (or estimated wait time) doesn't tell you anything about how many agents are on queue or when they will become available.  Suppose a business is open 8am-5pm.   The caller calls in at 9 pm.  His position in queue is 1.  Another caller calls in; his position in queue is 2.  Both callers will have to wait until 8am until they are actually answered.  Both callers are very unhappy that they had to listen to hold music for 11 hours.

https://help.mypurecloud.com/articles/call-data-action/

https://help.mypurecloud.com/articles/call-data-action-2/

https://help.mypurecloud.com/articles/set-participant-data-action/
https://help.mypurecloud.com/articles/get-participant-data-action/

I'm going to explain 2 ways to do this.

Method 1:

In your in-queue flow, use the hold music action to play for a duration of 30 seconds, then add a transfer to ACD action.  If an agent becomes available during those 30 seconds, the caller will get answered and the in-queue flow will not get to the transfer action.  If no agents become available, the caller reaches the transfer action and goes to the next queue.

Method 2:

This method is more complicated, but it will allow you to determine if the caller's estimated wait time is > 30 seconds, and perform the transfer without waiting the initial 30 seconds.

In-queue flows have a built-in variable named Call.EstimatedWaitTime.  You can check the value of this and make a decision on whether to transfer to another queue.

But first you need to use the Play Estimated Wait Time action so its value is fetched.  If you don't want the caller to hear that time, just replace Call.EstimatedWaitTime in the expression box with NOT_SET.

For the decision action, here are some example calculations:

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path if the call's EWT couldn't be fetched for any reason, or it is greater than 30 seconds.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path only if the call's EWT is known & greater than 30 seconds.

Documentation resources:

https://help.mypurecloud.com/articles/hold-music-action/

https://help.mypurecloud.com/articles/play-estimated-wait-time-action/

Unfortunately the in-queue flow doesn't have access to any other statistics about the queue (yet--we do plan to add it in the future).  Until then, you can write your own data action that will look up that information and use the Call Data Action in the in-queue flow to access it.  The in-queue flow has a Call.CurrentQueue variable that you can use to pass the queue's id as an input into the data action.

Your 2nd question can also be accomplished with a data action.  For this one you would need to know the previous queue's id for your data action; you can either hardcode it if there is only 1, or use the Set Participant Data Action & Get Participant Data Action to pass that information from the 1st in-queue flow to the overflow queue's in-queue flow.

One important note: the caller's position in queue (or estimated wait time) doesn't tell you anything about how many agents are on queue or when they will become available.  Suppose a business is open 8am-5pm.   The caller calls in at 9 pm.  His position in queue is 1.  Another caller calls in; his position in queue is 2.  Both callers will have to wait until 8am until they are actually answered.  Both callers are very unhappy that they had to listen to hold music for 11 hours.

https://help.mypurecloud.com/articles/call-data-action/

https://help.mypurecloud.com/articles/call-data-action-2/

https://help.mypurecloud.com/articles/set-participant-data-action/
https://help.mypurecloud.com/articles/get-participant-data-action/

I'm going to explain 2 ways to do this.

Method 1:

In your in-queue flow, use the hold music action to play for a duration of 30 seconds, then add a transfer to ACD action.  If an agent becomes available during those 30 seconds, the caller will get answered and the in-queue flow will not get to the transfer action.  If no agents become available, the caller reaches the transfer action and goes to the next queue.

Method 2:

This method is more complicated, but it will allow you to determine if the caller's estimated wait time is > 30 seconds, and perform the transfer without waiting the initial 30 seconds.

In-queue flows have a built-in variable named Call.EstimatedWaitTime.  You can check the value of this and make a decision on whether to transfer to another queue.

But first you need to use the Play Estimated Wait Time action so its value is fetched.  If you don't want the caller to hear that time, just replace Call.EstimatedWaitTime in the expression box with NOT_SET.

For the decision action, here are some example calculations:

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path if the call's EWT couldn't be fetched for any reason, or it is greater than 30 seconds.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path only if the call's EWT is known & greater than 30 seconds.

Documentation resources:

https://help.mypurecloud.com/articles/hold-music-action/

https://help.mypurecloud.com/articles/play-estimated-wait-time-action/

Unfortunately the in-queue flow doesn't have access to any other statistics about the queue (yet--we do plan to add it in the future).  Until then, you can write your own data action that will look up that information and use the Call Data Action in the in-queue flow to access it.  The in-queue flow has a Call.CurrentQueue variable that you can use to pass the queue's id as an input into the data action.

Your 2nd question can also be accomplished with a data action.  For this one you would need to know the previous queue's id for your data action; you can either hardcode it if there is only 1, or use the Set Participant Data Action & Get Participant Data Action to pass that information from the 1st in-queue flow to the overflow queue's in-queue flow.

One important note: the caller's position in queue (or estimated wait time) doesn't tell you anything about how many agents are on queue or when they will become available.  Suppose a business is open 8am-5pm.   The caller calls in at 9 pm.  His position in queue is 1.  Another caller calls in; his position in queue is 2.  Both callers will have to wait until 8am until they are actually answered.  Both callers are very unhappy that they had to listen to hold music for 11 hours.

https://help.mypurecloud.com/articles/call-data-action/

https://help.mypurecloud.com/articles/call-data-action-2/

https://help.mypurecloud.com/articles/set-participant-data-action/
https://help.mypurecloud.com/articles/get-participant-data-action/

I'm going to explain 2 ways to do this.

Method 1:

In your in-queue flow, use the hold music action to play for a duration of 30 seconds, then add a transfer to ACD action.  If an agent becomes available during those 30 seconds, the caller will get answered and the in-queue flow will not get to the transfer action.  If no agents become available, the caller reaches the transfer action and goes to the next queue.

Method 2:

This method is more complicated, but it will allow you to determine if the caller's estimated wait time is > 30 seconds, and perform the transfer without waiting the initial 30 seconds.

In-queue flows have a built-in variable named Call.EstimatedWaitTime.  You can check the value of this and make a decision on whether to transfer to another queue.

But first you need to use the Play Estimated Wait Time action so its value is fetched.  If you don't want the caller to hear that time, just replace Call.EstimatedWaitTime in the expression box with NOT_SET.

For the decision action, here are some example calculations:

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path if the call's EWT couldn't be fetched for any reason, or it is greater than 30 seconds.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 0, 30)

This will take the true path only if the call's EWT is known & greater than 30 seconds.

Documentation resources:

https://help.mypurecloud.com/articles/hold-music-action/

https://help.mypurecloud.com/articles/play-estimated-wait-time-action/