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  • 1.  Queue Position

    Posted 20 days ago

    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)

    ------------------------------
    Yann Foucaud
    Specialist IT Voice Comms, IT- Architecture (Corp EMEA),
    ------------------------------


  • 2.  RE: Queue Position
    Best Answer

    Posted 20 days ago

    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



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
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    Original Message


  • 3.  RE: Queue Position

    Posted 16 days ago

    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.



    ------------------------------
    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.
    ------------------------------

    Original Message


  • 4.  RE: Queue Position

    Posted 16 days ago
    Edited by Phaneendra Avatapalli 15 days ago

    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.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 5.  RE: Queue Position

    Posted 15 days ago

    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....



    ------------------------------
    Laurent Pret
    Manager, PS Consulting, EMEA
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    Original Message


  • 6.  RE: Queue Position

    Posted 14 days ago

    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.



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
    ------------------------------

    Original Message


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