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  • 1.  In-Queue flow data update

    Posted 12-18-2019 11:39
    No replies, thread closed.
    Hi, hope everyone is well.

    I'm looking for some advice on in-queue flow behaviour as I've been tasked with creating a new in-queue flow that's more customer friendly. 

    What's the best way to get live data updates on position in queue actions? Basically, I want to notify callers if their position in queue is greater than 5, to play an audio prompt regarding high wait time and then play hold music. During my testing of this if one if my calls is position 5 and any calls get declined/answered I was still be told I'm position 5 in the queue even though I would be position 3 for example.

    How can I query the queue for live data? 

    I hope this makes sense.

    Thanks for your time.
    #ArchitectureandDesign

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    Jordan Miller

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  • 2.  RE: In-Queue flow data update

    Posted 12-18-2019 11:52
    No replies, thread closed.
    The position in queue value is cached for a certain amount of time.  Just wait longer and you'll hear the new value (unless new callers with higher priority get ahead of you)

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: In-Queue flow data update

    Posted 12-18-2019 11:57
    No replies, thread closed.
    Hi Melissa, 

    Thanks for your quick reply.

    Is there possibly a way to speed this up? As we have on-hold music to play for around 2 minutes and it then re-evaluates with the same cached position in queue. 
    Also tried playing around with estimated wait time which was the same result, I was not getting an updated wait time on the next loop of the in-queue flow even after a few minutes.

    Thanks again.

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    Jordan Miller
    People's Postcode Lottery
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    Original Message


  • 4.  RE: In-Queue flow data update

    Posted 12-18-2019 12:04
    No replies, thread closed.
    No, other than removing the 2 minutes of hold music.  It will still take a little while to get the updated value but potentially quicker.  Estimated wait time is also cached, and it also changes more slowly than position in queue.  Also FYI both of those values will never report an increased value.

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 5.  RE: In-Queue flow data update

    Posted 12-18-2019 12:17
    No replies, thread closed.
    Ah that makes it more difficult, as the 2 minutes of hold music is specific to our company. If I call in twice and get to the hold music on two phones, then hang up with the first call. After the hold music ends after a few minutes i'm still told I'm the second caller. On the next again loop it updates. 

    Any advice on the best way around this? I don't think I can remove the 2 minutes hold music. 

    Thanks,
    Jordan

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    Jordan Miller
    People's Postcode Lottery
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    Original Message


  • 6.  RE: In-Queue flow data update

    Posted 12-18-2019 12:27
    No replies, thread closed.
    You could insert a decision action that checks to see if caller's phone number is yours and skip the hold music if so.  Something like 
    ToPhoneNumber(Call.Ani).subscriberNumber == "3172222222"​
    Read https://help.mypurecloud.com/articles/about-the-phone-number-data-type/ & make sure to expand the sections.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


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