Genesys Cloud - Main

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

Hi Jason,

Thanks for your help, yes, I believe it can works fine for a Script, however, I need also to pass this information as Participant data (attached to the interaction) through Architect to the third party CRM (like salesforce).

CRM team will retrieve this information from Genesys as PDATA in realtime to display it in the Embeddable Framework.

------------------------------
Mostafa OUDDERHEM
SABIO FRANCE SAS

Original Message:
Sent: 12-12-2023 14:27
From: Jason Tripp
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 12-12-2023 12:28
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

#Reporting/Analytics
#SystemAdministration

Hi Mostafa

Another thing you could try looking into is calling a data action upon script/page load that queries the current conversation, gets the interacting segment where the participant purpose is "ACD".  That gives you segment start and end times and you could then look at maybe doing a calculation to get the difference of those (which you maybe able to do in the data action response configuration - not sure).  Where this concept gets tricky is if you have multiple ACD segments (transfers etc).

------------------------------
Vaun McCarthyVaun McCarthy

Original Message:
Sent: 12-12-2023 15:41
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi Jason,

Thanks for your help, yes, I believe it can works fine for a Script, however, I need also to pass this information as Participant data (attached to the interaction) through Architect to the third party CRM (like salesforce).

CRM team will retrieve this information from Genesys as PDATA in realtime to display it in the Embeddable Framework.

------------------------------
Mostafa OUDDERHEM
SABIO FRANCE SAS

Original Message:
Sent: 12-12-2023 14:27
From: Jason Tripp
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 12-12-2023 12:28
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

#Reporting/Analytics
#SystemAdministration

Hi Vaun,

Thanks for your feedback, I checked for this also, but the problem is that we don't have the endtime segment for "purpose = acd'. Because the interaction is not finished yet.

The end time we can obtain it only once the interaction is closed.

If you can see in this example below, I have only Segment Start when calling this API:

          "segments": [
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentEnd": "2023-12-12T21:36:18.583Z",
              "segmentStart": "2023-12-12T21:36:18.505Z",
              "segmentType": "delay"
            },
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentStart": "2023-12-12T21:36:18.583Z",
              "segmentType": "interact"
         

Thank you.

Hi Mostafa

Another thing you could try looking into is calling a data action upon script/page load that queries the current conversation, gets the interacting segment where the participant purpose is "ACD".  That gives you segment start and end times and you could then look at maybe doing a calculation to get the difference of those (which you maybe able to do in the data action response configuration - not sure).  Where this concept gets tricky is if you have multiple ACD segments (transfers etc).

------------------------------
Vaun McCarthyVaun McCarthy

Original Message:
Sent: 12-12-2023 15:41
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi Jason,

Thanks for your help, yes, I believe it can works fine for a Script, however, I need also to pass this information as Participant data (attached to the interaction) through Architect to the third party CRM (like salesforce).

CRM team will retrieve this information from Genesys as PDATA in realtime to display it in the Embeddable Framework.

------------------------------
Mostafa OUDDERHEM
SABIO FRANCE SAS

Original Message:
Sent: 12-12-2023 14:27
From: Jason Tripp
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 12-12-2023 12:28
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

#Reporting/Analytics
#SystemAdministration

Hi Vaun,

Thanks for your feedback, I checked for this also, but the problem is that we don't have the endtime segment for "purpose = acd'. Because the interaction is not finished yet.

The end time we can obtain it only once the interaction is closed.

If you can see in this example below, I have only Segment Start when calling this API:

          "segments": [
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentEnd": "2023-12-12T21:36:18.583Z",
              "segmentStart": "2023-12-12T21:36:18.505Z",
              "segmentType": "delay"
            },
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentStart": "2023-12-12T21:36:18.583Z",
              "segmentType": "interact"
         

Thank you.

Hi Mostafa

Another thing you could try looking into is calling a data action upon script/page load that queries the current conversation, gets the interacting segment where the participant purpose is "ACD".  That gives you segment start and end times and you could then look at maybe doing a calculation to get the difference of those (which you maybe able to do in the data action response configuration - not sure).  Where this concept gets tricky is if you have multiple ACD segments (transfers etc).

------------------------------
Vaun McCarthyVaun McCarthy

Original Message:
Sent: 12-12-2023 15:41
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi Jason,

Thanks for your help, yes, I believe it can works fine for a Script, however, I need also to pass this information as Participant data (attached to the interaction) through Architect to the third party CRM (like salesforce).

CRM team will retrieve this information from Genesys as PDATA in realtime to display it in the Embeddable Framework.

------------------------------
Mostafa OUDDERHEM
SABIO FRANCE SAS

Original Message:
Sent: 12-12-2023 14:27
From: Jason Tripp
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 12-12-2023 12:28
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

#Reporting/Analytics
#SystemAdministration

Hi Vaun,

Thanks for your feedback, I checked for this also, but the problem is that we don't have the endtime segment for "purpose = acd'. Because the interaction is not finished yet.

The end time we can obtain it only once the interaction is closed.

If you can see in this example below, I have only Segment Start when calling this API:

          "segments": [
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentEnd": "2023-12-12T21:36:18.583Z",
              "segmentStart": "2023-12-12T21:36:18.505Z",
              "segmentType": "delay"
            },
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentStart": "2023-12-12T21:36:18.583Z",
              "segmentType": "interact"
         

Thank you.

Hi Mostafa

Another thing you could try looking into is calling a data action upon script/page load that queries the current conversation, gets the interacting segment where the participant purpose is "ACD".  That gives you segment start and end times and you could then look at maybe doing a calculation to get the difference of those (which you maybe able to do in the data action response configuration - not sure).  Where this concept gets tricky is if you have multiple ACD segments (transfers etc).

------------------------------
Vaun McCarthyVaun McCarthy

Original Message:
Sent: 12-12-2023 15:41
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi Jason,

Thanks for your help, yes, I believe it can works fine for a Script, however, I need also to pass this information as Participant data (attached to the interaction) through Architect to the third party CRM (like salesforce).

CRM team will retrieve this information from Genesys as PDATA in realtime to display it in the Embeddable Framework.

------------------------------
Mostafa OUDDERHEM
SABIO FRANCE SAS

Original Message:
Sent: 12-12-2023 14:27
From: Jason Tripp
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 12-12-2023 12:28
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

#Reporting/Analytics
#SystemAdministration

Hi Mostafa,

Wouldn't the scripter viarable {{Scripter.Customer Call Duration}} work for this, although it includes the time the customer spent in IVR?

If you want a fixed value of the time the customer spent in queue, you could save a timestamp before you transfer to queue, and compare it with {{Scripter.Agent Call Start Time}}.

Hi Vaun,

Thanks for your feedback, I checked for this also, but the problem is that we don't have the endtime segment for "purpose = acd'. Because the interaction is not finished yet.

The end time we can obtain it only once the interaction is closed.

If you can see in this example below, I have only Segment Start when calling this API:

          "segments": [
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentEnd": "2023-12-12T21:36:18.583Z",
              "segmentStart": "2023-12-12T21:36:18.505Z",
              "segmentType": "delay"
            },
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentStart": "2023-12-12T21:36:18.583Z",
              "segmentType": "interact"
         

Thank you.

Hi Mostafa

Another thing you could try looking into is calling a data action upon script/page load that queries the current conversation, gets the interacting segment where the participant purpose is "ACD".  That gives you segment start and end times and you could then look at maybe doing a calculation to get the difference of those (which you maybe able to do in the data action response configuration - not sure).  Where this concept gets tricky is if you have multiple ACD segments (transfers etc).

------------------------------
Vaun McCarthyVaun McCarthy

Original Message:
Sent: 12-12-2023 15:41
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi Jason,

Thanks for your help, yes, I believe it can works fine for a Script, however, I need also to pass this information as Participant data (attached to the interaction) through Architect to the third party CRM (like salesforce).

CRM team will retrieve this information from Genesys as PDATA in realtime to display it in the Embeddable Framework.

------------------------------
Mostafa OUDDERHEM
SABIO FRANCE SAS

Original Message:
Sent: 12-12-2023 14:27
From: Jason Tripp
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 12-12-2023 12:28
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

#Reporting/Analytics
#SystemAdministration

Hi Jan,

Thanks for your feedback, it is good idea, do you know how to do subtract of two values {{Scripter.Agent Call Start Time}} and {{GetCurrentDateTime}} from Architect?

I need to pass this information as Participant Data from Architect to CRM.

Hi Mostafa,

Wouldn't the scripter viarable {{Scripter.Customer Call Duration}} work for this, although it includes the time the customer spent in IVR?

If you want a fixed value of the time the customer spent in queue, you could save a timestamp before you transfer to queue, and compare it with {{Scripter.Agent Call Start Time}}.

Hi Vaun,

Thanks for your feedback, I checked for this also, but the problem is that we don't have the endtime segment for "purpose = acd'. Because the interaction is not finished yet.

The end time we can obtain it only once the interaction is closed.

If you can see in this example below, I have only Segment Start when calling this API:

          "segments": [
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentEnd": "2023-12-12T21:36:18.583Z",
              "segmentStart": "2023-12-12T21:36:18.505Z",
              "segmentType": "delay"
            },
            {
              "conference": false,
              "queueId": "7de58586-ce3b-47e8-b225-5805a46888fd",
              "segmentStart": "2023-12-12T21:36:18.583Z",
              "segmentType": "interact"
         

Thank you.

Hi Mostafa

Another thing you could try looking into is calling a data action upon script/page load that queries the current conversation, gets the interacting segment where the participant purpose is "ACD".  That gives you segment start and end times and you could then look at maybe doing a calculation to get the difference of those (which you maybe able to do in the data action response configuration - not sure).  Where this concept gets tricky is if you have multiple ACD segments (transfers etc).

------------------------------
Vaun McCarthyVaun McCarthy

Original Message:
Sent: 12-12-2023 15:41
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi Jason,

Thanks for your help, yes, I believe it can works fine for a Script, however, I need also to pass this information as Participant data (attached to the interaction) through Architect to the third party CRM (like salesforce).

CRM team will retrieve this information from Genesys as PDATA in realtime to display it in the Embeddable Framework.

------------------------------
Mostafa OUDDERHEM
SABIO FRANCE SAS

Original Message:
Sent: 12-12-2023 14:27
From: Jason Tripp
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Mostafa,

I don't think an in queue flow is the best for this.  Even if you used a data action to get this information, it's only a snapshot and I don't know of a way to trigger it right before the call is sent to the agent from the in queue flow.  I would try this, before sending the call to queue, I would do an Update Data, and create a variable for time using the GetCurrentDateTimeUTC expression. Then send this variable in the SetScreenPop action.  In the script, I would subtract that value from the {{Scripter.Agent Call Start Time}}, calculating it on Page Load of the start page of your script.  .  

I haven't done this and I couldn't guarantee it will work.  But this is how I would attempt it.  

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 12-12-2023 12:28
From: Mostafa OUDDERHEM
Subject: Retrieve the real waiting time for an interaction and display it in the Script

Hi all,

Is it possible to create a variable (or Participant Data) in Architect - InQueue Flow to store the real waiting time for an interaction and pass this information to the Script once the call is answered by an available agent.

It will helps the agent to know how much time that the caller spent in the waiting.

I don't find any built-in variable that collect this info, I think it will be necessary to create a Data Action (Analytics API) to retrieve this information.

Please, don't hesitate to share your opinion on this.

Thank you in advance.

#Reporting/Analytics
#SystemAdministration