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Data Action to retrieve the longest waiting time for calls waiting on queue

  • 1.  Data Action to retrieve the longest waiting time for calls waiting on queue

    Top 25 Contributor
    Posted 02-26-2021 09:55

    Hi,

    Is it possible in Genesys Cloud to obtain the duration of the longest waiting call on specific queue dynamically through API/Data action ?
    We need this information in Architect (IQF Flow) in order to compare this value for logical decision and routing behavior.

    Thank you in advance.


    #PlatformAdministration
    #Reporting/Analytics

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    Mostafa Oudderhem
    Coverage-Communication
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  • 2.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 02-26-2021 10:29
    In the Appfoundry you can find custom actions (https://appfoundry.genesys.com/filter/genesyscloud/listing/13074443-4ffc-46b6-82c7-c3f4af51861f). Among others there is also to get oldest waiting call start time.


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    Armands Bunkovskis
    Adventus Solutions Sia
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  • 3.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Top 25 Contributor
    Posted 02-26-2021 10:39
    Hi Armands,

    Thanks for your feedback, do you know if this feature (custom data action) available in AppFoundry is free of charge ? can I enable it on the customer's Org ?
     I think this feature we cannot have it on Genesys Cloud without using AppFoundry.

    Thank you.

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    Mostafa Oudderhem
    Coverage-Communication
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  • 4.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 02-26-2021 10:52
    Yes, it is free of charge. You will download zip file with many actions and then import needed action from Actions page in your org.



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    Armands Bunkovskis
    Adventus Solutions Sia
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  • 5.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Top 25 Contributor
    Posted 02-26-2021 10:56
    Hi Armands,

    Good !! I will try this and let you know.

    Many thanks.


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    Mostafa Oudderhem
    Coverage-Communication
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