Expected wait time vs time in Q

[iptuser55]

I'm deploying pcce/ucce and looking to use play an announcement if the caller has been in Q for x time and then play a different announcement if longer then x+y sec

I know 'expected wait' is based on last 5mins in q but is 'time in q' better,  does anyone use it ? Does it work and if so when does it start to measure a call when the call hits cvp or  only when it starts to Q to a skill grp?

Thanks 

[geoff]

No problem. The Call Variable Call.TimeInQueue is accurate. 

Regards,

Geoff

[iptuser55]

Hi Geoff 

Thanks for your reply. When does it measure time in qeue -at start of the call or while it is queuing for an agent also does it work for pq as well

Say we have a simple q

Welcome to  company x

Straight to skill group 

Queuing for agent 

Next

As above but now with an Ivr type menu, get digits etc 

Then to skill group 

Queuing for agent 

Now we add an overflow group from original group 

We now want to do time in queue at the overflow group 

So my question is where does it measure from - from the call into cvp or at the queuing point ?

Caller listens to a welcome message 10 sec

Ivr menu choices say 15 sec

Then starts to q say 20 sec before being answered by an agent 

So is time in queue 10+15+20 = 45 sec in total or just or 20 sec while it queues at agent 

The idea is that if the caller is queuing for 20 secs at the original skill group above, we then say if time in queue is more than 20 sec then overflow or do we have to combine all the time so time is 10+15+20 sec

Do you implement it so at the tick box of a queue to skill group you have a time in queue node statement and then an if statement -if time in queue greater than 20 then XXXXXX otherwise continue?

Thanks 

[geoff]

What can I say? It absolutely works exactly as you would desire. Your questions are totally reasonable and legitimate but the answers are what you want to hear. It's just what you need, The only way you will believe this and know for sure is to do your own testing. But you will be happy - it's precisely what you want. 

Regards,

Geoff