viewing times for all calls queueing on a VQ

Genesys Cloud Routing
1

Hi,

I have been asked to provide “real time” times for all of the calls queueing within 1 particular VQ through CCPulse.

So 1 call is queueing for 2 mins, 1 is for 1 min 45, 1 is for 1 min 30 etc all within the same VQ.

Is this possible?? I cant find a thread for this, any help would be great

cheers

Tambo

2

For each call??? Well I’d monitor the MaxWaiting Time only…so you know how long is the oldest call waiting for you, obviously other calls on the queue will be less than that time so wouldn’t matter how long they are there because you still can’t answer the oldest one. This in conjunction with CurrentCallsWaiting will be enough. If you still need that sort of info I think you will need something like InfoMart or do a development inside the strategies.

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3

Thanks Cav,

Didn’t think it would be straight forward. Problem is is that they get this information currently from the waiting room within the Alcatel switch routing and would also like it within Genesys.

I’ve done some strategy work, do you think this may be possible?

Tambo

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4

Hum…yes the common dilema of CCS vs CCPulse…
I did something like that using Strategies saving on a DB and then updating their status based on the OnAbandon and Distributed events, however I always had some missing calls using this method. Other could be using Genesys SDK and do something with it…
However you must make understand your customer that there is no gain on what CCS does with that method…that is what I always sell to my customers and show segmentation on CCPulse for example with filters and stuff like that and they just forget about that…

5

Thanks Cav,

Yes unfortunately this business head would probably marry CCS if he could lol

I will proceed down the ever winding road of telling him the good points of Genesys

cheers

Tambo

6

Yeah looks like the only way is to get the data to an external point, be it from a strategy or from the URS logs (urs can output to logs the calls in the VQ by connid with a timestamp of when they entered the VQ).

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