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We have an in-queue flow used by more than one queue. We are trying to write logic now that triggers a specific behavior if there are X number of calls waiting in the queue the caller is in. The Get Interactions in Queue Data action wants a Queue_Id. how do we make this a dynamic field so it pulls the right queue id?
Also is there a way to get longest interaction waiting in a queue to trigger an action? In the function finder I could only find functions for estimated wait time.
Use the built-in system variable Call.CurrentQueue to get the current queue.
For the 2nd question, each interaction in an inqueue flow doesn't know what else is going on. You could look at the Call.PositionInQueue variable to see how many interactions are ahead of you, but that doesn't tell how many are behind you. You could write a data action to query the queue observation endpoint, total how many interactions are waiting (they're separated by media type), then compare Call.PositionInQueue to the total to see if you're last. And remember that Call.PositionInQueue will never show an increase, so you could be last without knowing it.
Thanks Melissa. I had the Call.CurrentQueue but it didn't like that. Everytime a call gets to that point in the flow, an error occurs and it disconnects. I've tried it with ToString(Call.CurrentQueue) and just Call.CurrentQueue. Is it the variable I'm storing that result in that's the problem? Below is what I have.
ToString of a queue variable returns the queue's name. You need the id. Use Call.currentQueue.id
That worked. Thank you!
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