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  • 1.  Display Customer wait time on Interaction screen for Agents

    Posted 05-15-2023 22:29
    No replies, thread closed.

    Hi ,

    I'm new with Genesys Cloud and we have a request agents would like to have visibility of how long the caller has been in queue when the interaction presents to them. Is this something we can add to the interaction details , how can this be done . 


    #Telephony

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    Ruby Rahmani
    I-Med Radiology Network Limited
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  • 2.  RE: Display Customer wait time on Interaction screen for Agents

    Posted 05-15-2023 22:51
    No replies, thread closed.

    Hi Ruby,

    There is a few options.
    You have some of the inbuilt variables in the agent script
    https://help.mypurecloud.com/articles/built-in-script-variables/
    like {{Scripter.Customer Call Duration}} - Though this is the duration of the entire call from entry including potentially other queues before the last, this is the easiest option. - Convert it to look like a duration with the new Date Functions
    https://help.mypurecloud.com/articles/additional-functions-to-use-in-dynamic-variables/


    To get the last queue as duration, you could add the Flow.StartTime variable as a number as a scripter input in the inbound flow 
    You can do Flow Start Time - {{Scripter.Agent Call Start Time}} and convert to look like a duration with the same method above

    Or you could call a DataAction to query the analytics API to get the wait time of that call for the last queue it was in.



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    Anton Vroon
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    Original Message


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