We are trying to implement a solution - To play an audio hold alert for agent, after an agent places the caller on hold for 2 mins, for a particular hold segment.
Trying to set this up through Secure flow since it will be active during an active call.
Is there an in-built variable which can identify when a call is on-hold (hold initiated by agent), which can be used to design the flow in secure flow ?
General Implementation Suggestion
Here's a high-level overview of how this could work:
// Required Variables
DateTime holdStartTime
DateTime holdEndTime
Number totalHoldTime
Boolean isOnHold
// When agent puts call on hold
function trackHoldStart() {
holdStartTime = System.CurrentDateTime
isOnHold = true
}
// When agent resumes call
function trackHoldEnd() {
holdEndTime = System.CurrentDateTime
totalHoldTime += (holdEndTime - holdStartTime)
isOnHold = false
}
// Hold duration monitoring
function checkHoldDuration() {
if (isOnHold) {
currentHoldTime = System.CurrentDateTime - holdStartTime
if (currentHoldTime > 120) {
notifyAgent("Call has been on hold for " + currentHoldTime + " seconds")
}
}
}
#ArchitectandDesign------------------------------
Lalit Gupta
Consultant
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