Interaction Wait Time

[upk_singhm]

Hi All,
I have a setup here where I am taking care of Voice and Email interactions.

In my voice setup in the IRD I am able to calculate the Wait Time for Voice calls in the Queue but for my emails that come into the IRD and then get handled by the agents for these Email interactions, I am not able to calculate the Wait Time, I wonder why, I am using the same logic as with Voice IRD i.e. use a custom variable to store the current timestamp and then just before an agent is selected for handling the email I am using the current time stamp minus the timestamp in my variable. But this shows the timestamp as 0 (Zero i.e.).

So can anyone out there help me out if you have ever implemented it and help me how this works for Email Interactions?

Appreciate a quick response to this.

Regards,

[cavagnaro]

What you want to do? Show the agent how much time the interaction was on the queue? On MCR it works different, as you can see on logs if an interaction can't be routed will retun to the queue and then run the estrategy associated to its view over and over again. So you may wanna capture instead some attached data from the interaction and show it to the agent.

[terry]

If value is 0 then it is either multiple resubmiting of interaction (as cavagnaro explained) or just mistake in strategy code.
Anyway for emails - attached data better to be used - either you own or system one - data with keys ReceivedAt and or CreatedAt (URS itself uses just these keys when it need age of email interactions for its own purposes).
Function UTCFromString can be used to turn this attached data into  UTC time well as function GetUTC to get current UTC time.     

[upk_singhm]

[quote author=cavagnaro link=topic=8571.msg37759#msg37759 date=1414426837]
What you want to do? Show the agent how much time the interaction was on the queue? On MCR it works different, as you can see on logs if an interaction can't be routed will retun to the queue and then run the estrategy associated to its view over and over again. So you may wanna capture instead some attached data from the interaction and show it to the agent.
[/quote]

Hi Cavagnaro,
Yes, we have a custom application built using the PSDK. For voice it works fine but not for emails we are using URS_WAIT_TIME KVP, the thing is logs show the wait time after a few milliseconds of the interaction has been routed to an agent, but an agent gets to see only Zero and nothing else.

Hope it helps.