Callback decision based on position in queue

Genesys Cloud Applications Architect
1

Hi, trying to figure out if it is possible to make a decision in an in-queue call flow to offer a callback if the number of people waiting in queue is larger then X.
I have found expression based on EWT, but not on position in queue.
Thanks.

2

Use the built-in Call.PositionInQueue variable

3

Hi Melissa,
How would the expression look like then?

Besides, GC help pages state other: Note : This action is only available for in-queue flows and is only intended to play the position in queue for customers. It should not be used to make routing decisions.

Thanks.

4

Call.PositionInQueue is an integer. So if you're 5th in line, Call.PositionInQueue is 5.

Call.EstimatedWaitTime has that same warning, I assumed you didn't care.

5

So, I found your post with this expression voor EWT:
IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 5, 0)

For position in queue can I use this?
IsSet(Call.PositionInQueue) and Call.PositionInQueue >= 5

I'm not that familiar with expressions, so please bear with me.

6

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.