Brian_Steuerman | 2023-09-08 15:50:30 UTC | #1
I know there's the "Position in Queue" block in the in-queue flow that gets the callers position in the queue, but is there a way to also get the position of the caller that also filters by the skill too?
MelissaBailey | 2023-09-11 14:29:48 UTC | #2
No <stupid character limit/>
Rolph_Lieverse | 2023-09-15 12:43:15 UTC | #3
@MelissaBailey What about the position in queue based on active calls waiting in queue. Currently it appears that any callback waiting to be executed in the same queue is also taken into account.
Or is there other option for this?
MelissaBailey | 2023-09-15 13:08:14 UTC | #4
All interactions of any types are taken into account. No, there is not any configuration options. There are various ideas in https://genesyscloud.ideas.aha.io/ideas for position in queue you can look at/vote or add your own.
Rolph_Lieverse | 2023-09-15 13:59:18 UTC | #5
@MelissaBailey And what about EWT. Is that the same? For instance, if a callback in same queue cannot be handled within 1 hour and I want to offer a callback option based on a EWT of 15 minutes, is that single callback item of 1 hours also counted for?
MelissaBailey | 2023-09-15 19:55:08 UTC | #6
Call.EstimatedWaitTime also takes into account all interaction types. However as https://help.mypurecloud.com/articles/add-an-estimated-wait-time-action-to-a-task/ notes, you should not make routing decisions based on it b/c the value will never display an increase. You can get the unaltered EWT for a conversation by writing a data action to look it up. This time you get options whether you want to consider all or just 1 media type.
https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-routing-queues--queueId--estimatedwaittime https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-routing-queues--queueId--mediatypes--mediaType--estimatedwaittime
system | 2023-10-16 19:55:53 UTC | #7
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