Capture actual "Current Wait Duration" or queue time with UCCX script

[phamvinhdat]

Anyone has better luck on capturing the actual "Current Wait Duration" or queue time for the call and display it on Finesse screen when agent answers the call?

I try to capture the data with Connected option on SelectResource line and update it with SetEnterprise Call Info line.

But it always shows as -1 when call is answered

If data captured set in Queued part of SelectResource line, it will show data for the call but it is not the actual value that is stored in report when answered since "Current Wait Duration" captured earlier in the call flow.

Is anyone having a working solution on how to capture the actual queue time of the call?

Thanks,

Dat Pham

[Elliot Dierksen]

It makes sense that Current Wait Duration does not have a value once it is connected to an agent. If you wanted to give the agent a basic idea of how long a caller has been waiting, you could update the enterprise data each time through the queue loop.

[Jonathan Schulenberg]

You may be able to get this working by changing the Select Resource step parameter Connect to false so it becomes a Selected branch instead. Add a Connect step after the Get Reporting Statistic and If steps.

PS- Be certain your variable names aren’t wrong as that can also cause a -1. For example, referencing a CSQ that doesn’t exist or the contact isn’t queued in.

[phamvinhdat]

Jonathan,

"You may be able to get this working by changing the Select Resource step parameter Connect to false so it becomes a Selected branch instead. Add a Connect step after the Get Reporting Statistic and If steps."

Can you provide a code sample for your suggestion above?

Thanks, 

DP 

[Jonathan Schulenberg · Accepted solution]

Sorry no. I don't have a Windows VM to run the CRS Editor anymore. Here's the conceptual layout though:

• Select Resource (Connect = False); Label: SELECT_RESOURCE
  • Selected
    • Get Reporting Statistic
    • Set Enterprise Data
    • Connect
      • Connected
        • End
      • Failed
        • Goto SELECT_RESOURCE
  • Queued
    • Whatever your queued logic is...

[phamvinhdat]

Jonathan,

Thanks for the suggestion. I have changed the connect option under Select Resource from Yes to No, and it seems to help with capturing actual queue time of the call.

Thanks,

Dat Pham

[phamvinhdat]

If the Connected option is not working, I plan to keep repeating data capture line after every prompt message and music on hold so it can be closed to the actual value.