Waiting Time of Email before landing on agent

Genesys Cloud Routing
1

Dear Team,
Greetings to everyone.

I have a setup here where the URS is being used for both Email and Voice interactions, for Voice Interactions I am able to get the URS_WAITTIME as part of the attached data and I am able to display the same in my custom built PSDK based Agent application. Now when I apply the same logic to the Email interactions I get it as Zero. When I look into the logs I get the URS_WAITTIME for the Email interactions as well but only a few MSeconds after the interaction was delivered to the agent.

Can someone help me with the exact code to be used in the URS?

Appreciate your help.

Regards.

2

Why do you are not using standard statistics for these purposes? Or do you need them within attached data?

3

Dear Kubig,
Forgive me for my ignorance, I am a newbie at URS scripting, so you will have to guide me as to what should I use?

As my soul purpose is to show it to the agent in the toast notification as how much time the interaction stayed in the Queue.

Hope it helps.

4

All depends on what do you want exactly to achieve. But, as I understand correctly, you want to show, how long was the interaction waiting within queue,before arrives on the agent.You can achieve it within routing strategy as you have described. So, try to better describe your current “strategy design” or post screenshot of your strategy with mentioned part.

5

Hi Kubig,
Yes that’s exactly what I want to achieve, unfortunately I am not able to put in any pictures or attachments, can’t figure out how to do that as I do have couple of screenshots to share with you from the Routing strategy.

Appreciate your help so far.

6

I guess you are monitoring only a Queue, MCR is very different than voice, where on voice you have a single interaction “lazy” on MCR that interaction is coming and going over states according to your strategy.
It would have to be on the first Queue and only if you don’t already have an attached data then do the attach.