Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Get queuing/waiting interaction duration in flow for decision

    Posted 06-18-2021 10:52
    No replies, thread closed.
    Hi All,

    I am trying to get the interaction current queuing/wait time duration for a waiting call in architect, and then use the value for a decision in the in-queue flow.  Has anyone completed this before and have any tips or pointers?

    Thanks Luke
    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Luke Mitchell
    Conn3ct
    ------------------------------


  • 2.  RE: Get queuing/waiting interaction duration in flow for decision

    Posted 06-18-2021 11:50
    No replies, thread closed.
    If you are in an In-queue Call Flow, just used the attribute Call.EstimatedWaitTime and it will hold the current EWT in milliseconds, so if you are checking if EWT is over 5 minutes, you would use Call.EstimatedWaitTime>300000


  • 3.  RE: Get queuing/waiting interaction duration in flow for decision

    Posted 06-18-2021 12:21
    No replies, thread closed.
    Thanks Robert,

    I am not looking for the EWT, I would like to route on the current time that the interaction has already been waiting in queue if possible?

    ------------------------------
    Luke Mitchell
    Conn3ct
    ------------------------------

    Original Message


  • 4.  RE: Get queuing/waiting interaction duration in flow for decision

    Posted 06-18-2021 12:35
    No replies, thread closed.
    Sorry, misread that.  You will need to use data action against /api/v2/analytics/conversations/{conversationId}/details then pull in conversationState and calculate the duration based on current time.


  • 5.  RE: Get queuing/waiting interaction duration in flow for decision

    Posted 06-21-2021 05:00
    No replies, thread closed.
    Thanks Robert,

    That's what I thought, will have a play

    ------------------------------
    Luke Mitchell
    Conn3ct
    ------------------------------

    Original Message


Related Content