Genesys Cloud - Main

Hi all,
I'm using the Scripter's Variable {{Scripter.Customer Call Duration}} on an inbound Script with a Text label, to show to agents how many time the customer has already spent before the angent's answer
As per documentation (https://help.mypurecloud.com/articles/built-in-script-variables/) this variable should count the "total time the customer has been on the call".
This time should be the sum of the time on IVR + time in queue (ring time included).

What I notice is that when the call is sent to the agent and the script start, the value showed is 11 seconds less than the real value: example with 20 seconds in IVR + 30 secs in Queue, the walue showed is 39.
After the call is established the value is continuosly refreshed each second and ONLY when the call is closed (agent or customer hangup) the value is updated one last time and the "missed" 11 seconds are correctly added.

No matter how long the call stay on IVR or in Queue, each time the script start, the value showed is always 11 second less than the real one.

Any one has already encountered the same behavior?
Someone has an explanation for these 11 seconds added only at the end of the call?

Thanks for help.
#PlatformAdministration
#Telephony

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Matteo Paratici
NTT Data Italia S.p.A.
------------------------------

Most script variables are very queue-based so I am guessing you have 11 seconds in the IVR before passing to the queue.  If you have a pre-transfer message, that will be included in the call duration.  When the call completes, the agent participant and customer participants are no long in play and it reverts back to the conversation duration, not either of the other two.  You will have to run a Data Action to get the complete time.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 08-28-2020 11:53
From: Matteo Paratici
Subject: Value of Scripter.Customer Call Duration

Hi all,
I'm using the Scripter's Variable {{Scripter.Customer Call Duration}} on an inbound Script with a Text label, to show to agents how many time the customer has already spent before the angent's answer
As per documentation (https://help.mypurecloud.com/articles/built-in-script-variables/) this variable should count the "total time the customer has been on the call".
This time should be the sum of the time on IVR + time in queue (ring time included).

What I notice is that when the call is sent to the agent and the script start, the value showed is 11 seconds less than the real value: example with 20 seconds in IVR + 30 secs in Queue, the walue showed is 39.
After the call is established the value is continuosly refreshed each second and ONLY when the call is closed (agent or customer hangup) the value is updated one last time and the "missed" 11 seconds are correctly added.

No matter how long the call stay on IVR or in Queue, each time the script start, the value showed is always 11 second less than the real one.

Any one has already encountered the same behavior?
Someone has an explanation for these 11 seconds added only at the end of the call?

Thanks for help.
#PlatformAdministration
#Telephony

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.
------------------------------