Genesys Cloud - Main

Hi all,

I am trying to figure out how to trigger a callback option based on the length of time a call is waiting. i.e if a customer waits for 2 minutes then the callback trigger would kick in.

I currently have it based on EWT => 2 Mins but our business want it to trigger IF the customer has waited 2 mins (or similar) to then trigger a callback option. I think I understand that it will involve some sort of in flow calculation but I am completely confused on how I can execute this?

Hope you can help!

Many thanks,

Hi all,

I am trying to figure out how to trigger a callback option based on the length of time a call is waiting. i.e if a customer waits for 2 minutes then the callback trigger would kick in.

I currently have it based on EWT => 2 Mins but our business want it to trigger IF the customer has waited 2 mins (or similar) to then trigger a callback option. I think I understand that it will involve some sort of in flow calculation but I am completely confused on how I can execute this?

Hope you can help!

Many thanks,

Dale,

@Rafael Marciano BELISRCIANO, solution is the easiest and best in most cases.

If you have a whole bunch of other stuff going on (playing various messages and so on), what I have seen people do is to grab the current time into a variable when the call first enters the queue then, within your loop, compare the current time to the stored one. If it exceeds 2 minutes... The downside of this is that if your entire "loop" is, say 1:45 long, you will not reach the check until the second time around, at 3:30.

HTH

Hi all,

I am trying to figure out how to trigger a callback option based on the length of time a call is waiting. i.e if a customer waits for 2 minutes then the callback trigger would kick in.

I currently have it based on EWT => 2 Mins but our business want it to trigger IF the customer has waited 2 mins (or similar) to then trigger a callback option. I think I understand that it will involve some sort of in flow calculation but I am completely confused on how I can execute this?

Hope you can help!

Many thanks,

Paul,

Thank you very much for the response!

We do have a few things happening within the in Q flow such as playing queue position and playing some marketing messages from data tables.

What you mentioned about using flow start time and current time and subtracting the difference to "estimate" if its been 2 mins. However I am still relatively new to Genesys and trying to learn on the go! Hence, I have no idea how to put this into practice as it stands. Not sure what action cells to effectively use to achieve this. 

Any insights or pointers would be greatly appreciated if you have the time.

Dale,

@Rafael Marciano BELISRCIANO, solution is the easiest and best in most cases.

If you have a whole bunch of other stuff going on (playing various messages and so on), what I have seen people do is to grab the current time into a variable when the call first enters the queue then, within your loop, compare the current time to the stored one. If it exceeds 2 minutes... The downside of this is that if your entire "loop" is, say 1:45 long, you will not reach the check until the second time around, at 3:30.

HTH

Hi all,

I am trying to figure out how to trigger a callback option based on the length of time a call is waiting. i.e if a customer waits for 2 minutes then the callback trigger would kick in.

I currently have it based on EWT => 2 Mins but our business want it to trigger IF the customer has waited 2 mins (or similar) to then trigger a callback option. I think I understand that it will involve some sort of in flow calculation but I am completely confused on how I can execute this?

Hope you can help!

Many thanks,

Take a look at this thread - https://community.genesys.com/discussion/flow-decision-after-actual-time-in-queue-threshold-is-reached

Similar use case, but good learning in the thread.

Paul,

Thank you very much for the response!

We do have a few things happening within the in Q flow such as playing queue position and playing some marketing messages from data tables.

What you mentioned about using flow start time and current time and subtracting the difference to "estimate" if its been 2 mins. However I am still relatively new to Genesys and trying to learn on the go! Hence, I have no idea how to put this into practice as it stands. Not sure what action cells to effectively use to achieve this. 

Any insights or pointers would be greatly appreciated if you have the time.

Dale,

@Rafael Marciano BELISRCIANO, solution is the easiest and best in most cases.

If you have a whole bunch of other stuff going on (playing various messages and so on), what I have seen people do is to grab the current time into a variable when the call first enters the queue then, within your loop, compare the current time to the stored one. If it exceeds 2 minutes... The downside of this is that if your entire "loop" is, say 1:45 long, you will not reach the check until the second time around, at 3:30.

HTH

Hi all,

I am trying to figure out how to trigger a callback option based on the length of time a call is waiting. i.e if a customer waits for 2 minutes then the callback trigger would kick in.

I currently have it based on EWT => 2 Mins but our business want it to trigger IF the customer has waited 2 mins (or similar) to then trigger a callback option. I think I understand that it will involve some sort of in flow calculation but I am completely confused on how I can execute this?

Hope you can help!

Many thanks,