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In-Queue waiting time

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  • 1.  In-Queue waiting time

    Posted 01-05-2020 08:07
    No replies, thread closed.
    Hi ,

    Is it available for the customer to know the estimated time to be answered while all agents are busy and he is in queue waiting?

    Thanks.
    #Routing(ACD/IVR)

    ------------------------------
    Ahmed Ragheb
    Jathwa Technology Solutions
    ------------------------------


  • 2.  RE: In-Queue waiting time

    Posted 01-06-2020 08:19
    Edited by Gurwan Duplenne 01-06-2020 08:19
    No replies, thread closed.
    Hello, 

    Yes, this feature is available, take a look at following link, you'll get all steps to implement a EWT in Purecloud
    https://help.mypurecloud.com/articles/add-an-estimated-wait-time-action-to-a-task/

    Hope it helps
    Regards,

    ------------------------------
    Gurwan Duplenne
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: In-Queue waiting time

    Posted 01-27-2020 19:12
    No replies, thread closed.
    Hi

    But is there a way to determine how much time a call has been in queue?


    ------------------------------
    Edward Wu
    BANK OF HAWAII
    ------------------------------

    Original Message


  • 4.  RE: In-Queue waiting time

    Posted 01-28-2020 03:40
    No replies, thread closed.
    Hello, 

    You can determine the amount of time a call spent in a Queue using the Total Queue metric.

    I invite you to go to Performance > Interactions, then add this metric if its not the case.

    Below, an example of voice interactions with the total queue time corresponding. 



    Regards,

    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------

    Original Message


  • 5.  RE: In-Queue waiting time

    Posted 01-28-2020 08:58
    Edited by George Ganahl 01-28-2020 09:05
    No replies, thread closed.
    Edward, to give a little more information:

    The Estimated Wait Time should only be announced once, when the call enters the In-Queue Call flow, as a general rule. If the customer's wait time increases because other, higher priority calls enter the same queue, the announced time will not change (that is by design) but will remain the same every time it is announced, which can be quite confusing to callers.

    The time announced should decrease if the EWT does actually decrease, so if all calls coming in have the same priority and you are not using ACD Skills or Language Skills for routing, and not using Bullseye or Preferred Agent routing, you would probably be ok to make the announcement more often.

    More on how EWT is calculated:
    https://developer.mypurecloud.com/api/rest/v2/routing/estimatedwaittime.html

    More on the Play Estimated Wait Time action in Architect:
    https://help.mypurecloud.com/articles/play-estimated-wait-time-action/

    @Melissa Bailey is that all correct?

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: In-Queue waiting time

    Posted 01-28-2020 10:34
    No replies, thread closed.
    Yep

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

    Original Message


  • 7.  RE: In-Queue waiting time

    Posted 01-28-2020 13:25
    No replies, thread closed.
    Hi,

    Thanks for all the response.  But isn't EWT the estimated time before the call will be answered?  I am trying to find the time from the call entering the in queue flow to the time when I check it.  To put it in context, I want to be able to offer callers callback only if they have entered the in queue call flow over 5 mins.  Any suggestions?

    Thanks,

    ------------------------------
    Edward Wu
    BANK OF HAWAII
    ------------------------------

    Original Message


  • 8.  RE: In-Queue waiting time

    Posted 01-28-2020 13:44
    No replies, thread closed.
    Look at the built-in variable Flow.StartDateTimeUtc.  That's the time the call entered the current flow.

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

    Original Message


  • 9.  RE: In-Queue waiting time

    Posted 01-28-2020 14:02
    No replies, thread closed.
    You can use that value along with GetCurrentDateTimeUTC() and the DateTimeDiff() function to figure out how many minutes the call has been in the flow.

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 10.  RE: In-Queue waiting time

    Posted 01-28-2020 15:08
    No replies, thread closed.
    Thanks for the suggestion.  Any ideas how to do the comparison?  ToInt(DateTimeDiff(GetCurrentDateTimeUTC(),Flow.StartDateTimeUtc))>5 doesn't work.

    ------------------------------
    Edward Wu
    BANK OF HAWAII
    ------------------------------

    Original Message


  • 11.  RE: In-Queue waiting time

    Posted 01-28-2020 15:28
    No replies, thread closed.
    ToInt of a Duration value (which is what DateTimeDiff returns) gives the value in milliseconds.  So your expression will almost always be true.  5 seconds would be 5000 ms.  5 minutes would be 300000 ms.

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

    Original Message


  • 12.  RE: In-Queue waiting time

    Posted 01-28-2020 15:36
    No replies, thread closed.
    Thanks guys.

    If(DateTimeDiff(GetCurrentDateTimeUTC(),Flow.StartDateTimeUtc) > MakeDuration(0, 0, 2, 0), ToAudioTTS("pass 2 minutes"), ToAudioTTS("not yet"))

    ------------------------------
    Edward Wu
    BANK OF HAWAII
    ------------------------------

    Original Message


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