Genesys Cloud - Main

Hello,

In a voice inbound queue flow,

How can we announce a customer's queue position only when their place in the queue changes?

Has anyone already implemented this feature and could share the steps or details for setting it up?

Thank you.

#Routing(ACD/IVR)

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Yann Foucaud
Specialist IT Voice Comms, IT- Architecture (Corp EMEA),
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Hi @Yann Foucaud,
I am not sure there is an automated way to do this but you should be able to setup a pre-defined interval when to check the value of the Call.PositionInQueue variable and compare it with the previous value.

Our implementation plays the position in the queue every x-seconds which includes hold messages + hold music and it repeats the same position even if its not changed, and in your case you can condition your message based on if value changed or not.

Regards

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Vineet Kakroo
Senior Technical Consultant
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Hi Yann, 

Exactly as Vineet said, you need to compare the current value with the previous value.

Create a variable called flow.LastPosition and assign it the value zero.

Next, create a decision: "Call.PositionInQueue != Flow.LastPosition"

If the queue position is not zero, it will play the "play position queue" command.

Next, you should have another "update data" setting the variable flow.LastPosition = Call.PositionInQueue. 

In summary, when the inqueue restarts, if the "lastposition" variable is equal, it will next using the path "no" path and will not play the audio... it will only play if there is a change in the queue position.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Just to add from our experience if agents are members of multiple queues, position-in-queue announcements can sometimes be misleading . We ended up announcing total calls waiting for all active queues and estimated wait time instead, as it set more realistic expectations.

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Phaneendra
Technical Solutions Consultant
Monash University
Australia
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From experience Position In Queue is better only play once especially if other interaction with higher priority are entering the queue. Have you thought of using threshold for Estimated Wait Time. Like if EWT below 5 minutes then play message X if  between 5 and 10 play message Y....

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Laurent Pret
Manager, PS Consulting, EMEA
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In my experience position in queue is preferred by our customers and agree if there are high priority calls entering the queue we need to manage the position. The way we manage it is to keep the last position played to the customer as a variable. Then next time when we have to play the position in queue, we check the latest value with the last value played to customer, and new value is smaller then we play new value otherwise continue to play old value.

It's down to what your business wants and either use position in queue or estimated wait time. In either case you have to manage what you play back to customers.

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Vineet Kakroo
Senior Technical Consultant
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Original Message:
Sent: 02-28-2026 05:52
From: Laurent Pret
Subject: Queue Position

From experience Position In Queue is better only play once especially if other interaction with higher priority are entering the queue. Have you thought of using threshold for Estimated Wait Time. Like if EWT below 5 minutes then play message X if  between 5 and 10 play message Y....

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Laurent Pret
Manager, PS Consulting, EMEA
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