Genesys Cloud - Main

I would like a "High Call Volume" Upfront message prompt to be turned on every time the waiting time hits certain number. Or if the service level goes below certain thershhold. Is this something we can do with configuration only?
For Intance: If the waiting time is longer than 200 second then a particular upfront message is automacally played by Genesys. Also, the prompt should stop playing when the waiting time goes down to 100 seconds.
Any thoughts? 

Thank you in advance!

#ArchitectureandDesign

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Avik Mitra
EverBank
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You could write a Genesys Cloud data action to get the desired queue statistics from the API, call it in Architect and then implement logic based on the returned values in Architect to play or not play the message of your choosing.

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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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There is a built-in GetQueueEstimatedWaitTime() that allows you to look at the EWT for a specific queue before transferring in.  As Aaron mentioned, you can also call the Queue Aggregate API to look at the queue depth and then have a decision to decide if you want to play the announcement or not.  I would suggest instead of defining the prompt inside the flow, use a Find User Prompt and play the result.  That way, if you record a new greeting, you don't have to republish the flow.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 03-04-2024 12:43
From: Aaron Lael
Subject: Turn on Upfront Messages/Prompts Dynamically

You could write a Genesys Cloud data action to get the desired queue statistics from the API, call it in Architect and then implement logic based on the returned values in Architect to play or not play the message of your choosing.

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Aaron Lael
State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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