Genesys Cloud CX

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  • 1.  Script - display number of inbound calls waiting in a queue

    Posted 01-31-2018 07:55

    Hello,

    For an inbound script, I would like to know if it is possible to display the number of calls that are waiting in queue.

    The inbound call is routed by an IVR configuration, and uses an inbound call- and queue-flow.

     

    Regards



  • 2.  RE: Script - display number of inbound calls waiting in a queue

    GENESYS
    Posted 02-13-2018 19:02

    It should be possible to get that information via a PureCloud data action, using the Data Actions.Execute Data Action action. You'll need the queue's id, which is available in the script variable Scripter.Queue ID.

     

    Relevant resources:



  • 3.  RE: Script - display number of inbound calls waiting in a queue

    Posted 02-15-2018 16:45

    Hello,

     

    I already checked, those, but I can seem to find a 'waiting in queue' property.

    I tried to use Architect's "Position in Queue" variable in this way:

    At the beginning set a integer variable to : "Position in Queue + 1", and add a screen pop to show the value in the script.

    So when the call is answered by an Agent we should see the remaining positions, which equals the queue size.

    There should always be at least a value of 0, but nothing is displayed in the Script.

     

    In the Developer Center, I can only find Estimated Wait Time:

     

    api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime

     

    Thx