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Architect - Get estimated wait time before queuing

  • 1.  Architect - Get estimated wait time before queuing

    Posted 7 days ago
    Edited by Luca Assandro 6 days ago
    Hi all
    We need to verify the queues's EWT before to queuing the call cheching more than one queue; is possible to play a wait prompt for a group of data action?

    Thanks
    Luca
    #Routing(ACD/IVR)

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    Luca Assandro
    Lutech S.p.A.
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  • 2.  RE: Architect - Get estimated wait time before queuing

    GCAP Member
    Posted 6 days ago
    Do you mean you're wanting to play some kind of hold music or other delay while you are checking wait times / multiple data actions?

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    Dean Thames
    Koch Business Solutions
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  • 3.  RE: Architect - Get estimated wait time before queuing

    Posted 6 days ago
    yes Dean, exactly!

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    Luca Assandro
    Lutech S.p.A.
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  • 4.  RE: Architect - Get estimated wait time before queuing

    GCAP Member
    Posted 6 days ago
    Edited by Dean Thames 6 days ago
    Have you just tried those actions in a flow to see if there's a customer facing delay perception? How many are you wanting to run?

    We're doing some similar things with staffing levels and condition checks in data tables & schedules, etc..., and haven't run into a situation where the caller could perceive a delay... which, I'm assuming is the reason why you'd want want to do this.

    I believe there's a processing audio option that can be leveraged as well.

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    Dean Thames
    Koch Business Solutions
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  • 5.  RE: Architect - Get estimated wait time before queuing

    Posted 5 days ago
    The problem is that we execute a loop of data action, each one lasts 1 second and therefore the music of "execution data action" doesn't start, but the execution time of the entire loop is about 15 seconds, off silent! I tried with the audio whisper but that also doesn't start.

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    Luca Assandro
    Lutech S.p.A.
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  • 6.  RE: Architect - Get estimated wait time before queuing

    GENESYS
    Posted 5 days ago
    My first thought is that you would write a custom web service that takes input from the IVR telling it which queues to query, then it does all the queries, then returns the results back to the IVR. One Web Services Data Actions integration instead of multiple Genesys Cloud Data Actions being called in a loop.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 7.  RE: Architect - Get estimated wait time before queuing

    GCAP Member
    Posted 5 days ago
    What's the functional reason behind the loop?

    How many data actions are you running?

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    Dean Thames
    Koch Business Solutions
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