Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Estimated Wait Time/How many people are available

    Posted 30 days ago

    Hello Team!

    I am working on updating to Genesys Messenger and I was trying to review how to get the chat to share with the customer how many people are ahead of them while waiting to speak with a person.  I feel like providing a time will force them to disconnect which is not what we want.

    I can't find any documentation on how to do this, anyone have any helpful advice?

    Thank you!


    #Implementation

    ------------------------------
    Matthew Aubin
    Raymours Furniture Company, Inc. d/b/a Raymour & Flanigan Furniture and Mattresses
    ------------------------------


  • 2.  RE: Estimated Wait Time/How many people are available

    GENESYS
    Posted 30 days ago

    If you're using an in-queue message flow, you can use the Message.PositionInQueue built-in variable.

    https://help.mypurecloud.com/articles/queue-call-flows/



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Estimated Wait Time/How many people are available

    Posted 30 days ago

    Hi Melissa,

    When I go into In-Queue for message, I don't see the Message.PositionInQueue built-in variable.

    I don't see that under any of the data actions and I'm not sure where to type that variable, would it be under Media_Type?

    Thank you,



    ------------------------------
    Matthew Aubin
    Raymours Furniture Company, Inc. d/b/a Raymour & Flanigan Furniture and Mattresses
    ------------------------------



  • 4.  RE: Estimated Wait Time/How many people are available
    Best Answer

    GENESYS
    Posted 30 days ago

    It doesn't have anything to do with a data action.  You can type it into any expression field.

    For example:

    The full expression is 

    Append("There are ", ToString(Message.PositionInQueue-1), " people in front of you")


    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 5.  RE: Estimated Wait Time/How many people are available

    Posted 30 days ago

    Hi Melissa, we haven't used position in queue for a while, but I vaguely recall some people had issues where the position in queue built-in variable didn't "refresh" on subsequent passes of the in-queue flow.  Does that ring any bells for you?



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 6.  RE: Estimated Wait Time/How many people are available

    GENESYS
    Posted 30 days ago

    1) It refreshes when the inqueue task loops, and there's also logic to not refresh it too frequently.  So if you have a really tight loop, it won't refresh every time.
    2) Remember if never shows an increase in value, only decreases.



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 7.  RE: Estimated Wait Time/How many people are available

    Posted 30 days ago

    Hi Melissa,

    Thank you very much for that helpful screen shot.  I found exactly where this was! I've built a mock flow using this and it works successfully on our test environment.  I put some loops in there, but for testing put it a short time to see if the different messages appear.  I will provide any other questions that come up with working on this!

    Thank you,



    ------------------------------
    Matthew Aubin
    Raymours Furniture Company, Inc. d/b/a Raymour & Flanigan Furniture and Mattresses
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources