04-16-2020 09:43 AM
I'm trying to get the current wait time when a call is in queue, but all I get is -1. Is there some way to convert to seconds to I can take action based on the wait time of a call? I don't want to create a prompt, I just need to know how long a call has been in queue so I can forward to another queue etc.
Currently using UCCX 10.6
Thanks
Solved! Go to Solution.
04-16-2020 10:38 AM
A -1 from reporting statistics indicates a problem acquiring the actual metric. So, if you already received a -1, then there's nothing you can do with math or conversions to fix this.
In fact, the most common issue is an invalid CSQ name, though from time to time, we all end up getting bit by a nasty bug:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvb28223
Also, once you fix the -1 issue, it will be in seconds. So for you, you will not need to convert it to seconds, but your math or conditional checks, if in minutes, will need to be in seconds.
E.g., For a 5 minute check
Do this If (wait_duration > 300) Not this If (wait_duration > 5)
04-16-2020 10:38 AM
A -1 from reporting statistics indicates a problem acquiring the actual metric. So, if you already received a -1, then there's nothing you can do with math or conversions to fix this.
In fact, the most common issue is an invalid CSQ name, though from time to time, we all end up getting bit by a nasty bug:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvb28223
Also, once you fix the -1 issue, it will be in seconds. So for you, you will not need to convert it to seconds, but your math or conditional checks, if in minutes, will need to be in seconds.
E.g., For a 5 minute check
Do this If (wait_duration > 300) Not this If (wait_duration > 5)
04-16-2020 10:58 AM - edited 04-16-2020 11:00 AM
@Anthony Holloway wrote:A -1 from reporting statistics indicates a problem acquiring the actual metric. So, if you already received a -1, then there's nothing you can do with math or conversions to fix this.
Awesome, this was helpful info. Looks like I was capturing the statistic too quickly and once captured it did not update. Working great now!
I definitely understand the seconds versus minutes and will set conditions accordingly. Thank you.
04-16-2020 12:32 PM
04-16-2020 01:05 PM - edited 04-16-2020 01:08 PM
Just a guess, but I think that he did the get statistics before the call actually was in the CSQ. Then you would also get a negative wait time.
04-16-2020 02:28 PM
@Roger Kallberg wrote:Just a guess, but I think that he did the get statistics before the call actually was in the CSQ. Then you would also get a negative wait time.
The reporting statistic was at the top of the qloop, so the call was in the CSQ but at the very beginning.
04-16-2020 02:27 PM - edited 04-16-2020 02:32 PM
@Anthony Holloway wrote:
Oh cool. What do you mean "too quickly?" And how did you adjust it to make it work?
I had the reporting statistic set at the top of the qloop inside the Select Resource step. I moved it to the bottom since I only need to take action after a few minutes.
04-16-2020 03:34 PM
04-16-2020 10:43 AM
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