Genesys Cloud - Main

Hi community,
hope someone can assist, i need to get the duration a call waits in queue and when it reaches 3 minutes, transfer to external number.

i have use the below and placed it in a loop, but it seems UTC is not updating, any suggestions are welcome

DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc) >= MakeDuration(0, 0, 3, 0)

also tries the below.

Task.currentQueuedTime = DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc)
Task.maxQueuedTimeCalc = MakeDuration(0, 0, 3, 0)

Then IF Decision statement :

Task.currentQueuedTime >= Task.maxQueuedTimeCalc
#Routing(ACD/IVR)

------------------------------
Reginald
------------------------------

I tried both versions and it worked.  

1) The in-queue flow is already a giant loop, do you really need to add an additional loop?
2) Try putting something in the transfer's failure path.  If the transfer is failing, the call will just stay in the in-queue flow.
3) What else if your flow doing?  If the actions between each iteration of the decision action take more than 3 minutes, you may have to wait up to that long.

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

Thank you for your prompt response, working after removing the additional loop

------------------------------
Reginald
------------------------------

Original Message:
Sent: 10-25-2022 15:22
From: Melissa Bailey
Subject: Get Duration in Queue

I tried both versions and it worked.  

1) The in-queue flow is already a giant loop, do you really need to add an additional loop?
2) Try putting something in the transfer's failure path.  If the transfer is failing, the call will just stay in the in-queue flow.
3) What else if your flow doing?  If the actions between each iteration of the decision action take more than 3 minutes, you may have to wait up to that long.

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