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Callback decision based on position in queue

  • 1.  Callback decision based on position in queue

    Posted 06-05-2025 19:12

    Rolph_Lieverse | 2022-10-14 11:50:30 UTC | #1

    Hi, trying to figure out if it is possible to make a decision in an in-queue call flow to offer a callback if the number of people waiting in queue is larger then X. I have found expression based on EWT, but not on position in queue. Thanks.

    MelissaBailey | 2022-10-14 13:18:00 UTC | #2

    Use the built-in Call.PositionInQueue variable

    Rolph_Lieverse | 2022-10-14 14:08:37 UTC | #3

    Hi Melissa, How would the expression look like then?

    Besides, GC help pages state other: Note : This action is only available for in-queue flows and is only intended to play the position in queue for customers. It should not be used to make routing decisions.

    Thanks.

    MelissaBailey | 2022-10-14 14:31:38 UTC | #4

    Call.PositionInQueue is an integer. So if you're 5th in line, Call.PositionInQueue is 5.

    Call.EstimatedWaitTime has that same warning, I assumed you didn't care.

    Rolph_Lieverse | 2022-10-14 14:53:47 UTC | #5

    So, I found your post with this expression voor EWT: IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 5, 0)

    For position in queue can I use this? IsSet(Call.PositionInQueue) and Call.PositionInQueue >= 5

    I'm not that familiar with expressions, so please bear with me.

    system | 2022-11-14 14:53:48 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 16717



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