Hello,
do you know if it's possible to show in script the caller's time in queue?
I was thinking calling a data action but not sure if this info, at this stage, is available.
Do you have some idea?
Thanks!
davide
From an API perspective, the GET
/api/v2/routing/queues/{queueId}/estimatedwaittime resource is available for getting estimated wait time for a queue, so if you go the data action route you could use that. It's worth mentioning that questions about the core product are better suited for the Genesys Cloud community forum
Hello Jacob,
thank you for your feedback, my idea was to alert the agent picks up the call about the real custmer waiting in time, and not an estimation time...in order to be prepared in case he/she answer a customer that wait just few seconds in queue respect one waited for some minutes.
Thanks again.
Davide
Ok, thanks for the clarification.
Not sure this is the best approach but here's a solution I can think of.
Two call flow functions I would recommend are GetCurrentDateTimeUTC() and DateTimeDiff(). You could use the former to set the time on a "StartTime" variable when the customer enters the queue, then enter a continous loop in which an "EndTime" variable is set with GetCurrentDateTimeUTC(), then a "WaitTime" variable is set by calculating the difference between end and start with DateTimeDiff(), and finally setting the duration as a script input
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