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ckearney
Beginner

IPCC Express - Determine age of current contact

I am looking for a way to determine the age of the current contact during script execution. Something like a step that would return the current age of the current contact in seconds, so this could be stored in a variable and compared to a trigger value in an If / Then. This could be used to trigger overflow to a backup CSQ (If the contact is older than 90 seconds, then route the call to the backup queue). Normally I use a loop and simply count the number of times I pass through the loop, but for a specific application it would be preferable to use the contact age instead. Any suggestions greatly appreciated.

Thanks,

Chris

1 ACCEPTED SOLUTION

Accepted Solutions
michael_davis
Enthusiast

Check out:

Get Reporting Statistic (General Section)

Report Object: CSQ ICD

Field: Current Wait Duration

Position in Queue

Expected Wait Time

Logged In Resources

Row Identifier: Should be your CSQ Identifier String or String variable

Statistic Variable: Variable you wish to populate in your script.

As you'll see, there's lots of choices. I think Current Wait Duration might be what you want.

View solution in original post

2 REPLIES 2
michael_davis
Enthusiast

Check out:

Get Reporting Statistic (General Section)

Report Object: CSQ ICD

Field: Current Wait Duration

Position in Queue

Expected Wait Time

Logged In Resources

Row Identifier: Should be your CSQ Identifier String or String variable

Statistic Variable: Variable you wish to populate in your script.

As you'll see, there's lots of choices. I think Current Wait Duration might be what you want.

View solution in original post

Thanks!

I overlooked that step completely, not thinking that I would find contact specific inforamtion there.

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