Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Emz on May 23, 2012, 02:20:36 PM
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Hi,
sometimes a customer will complain that he has wait over 15 minutes before talking with an agent. We would like to add the waiting time as attached data to our agent desktop. I just checked on Genesys website but i only found an old post saying that on Genesys 6.5 it is not out of the box.
So is it possible to retrieve the waittime from stat server and attach it to the call in version 8? Otherwise i will attach a timestamp just before the target block and the agent will have a good idea of the wait time experienced by the customer
Thank you
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You should take time stamps, I think there is a post related to that same question here around.
You can attach the entered time stampl and then on agent app capture it and do the rest to the actual time the call is established on agent PC. and later attach that value to the call again. No reporting obviously unless you have ICON
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Not sure but if you have 8.1.2 URS/IRD might be "custom routing" can be used.
Create subroutine with one input and one output parameter.
All that subroutine dies is just getting any SData value (or calculate any othe rvalue) and attach it to the call.
Subroutine returns its input value (with no modifications).
Provide this subroutine name as value of Xustom Routing control in target slection object. Thats all -
whatever is in subroutine will be executed just before routing call (when agent already selected).
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This is a very easy thing to do in IRD, however I recommend strongly against doing it.
What will happen is this:
Customer: "I've been waiting 10 minutes!!!"
Agent: "No you haven't"
If the customer is already angry this will start an argument because the agent will argue the point with them. It's a terrible customer experience.
If you must do it, then attach a time stamp before you begin targetting, then out of the green port of the targetting block check that time stamp against the current time and attach the result.
I can't remember which function it is but one of them gives you a time in EPOC (seconds since 1/1/1970), this is the best one to use as it's simple math to find the wait time.
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Hi,
Thank you for the input but unfortunatelly we are only using Composer, not IRD. So i am not sure to understand how i would do this in Composer?
[quote author=terry link=topic=7168.msg30790#msg30790 date=1337804443]
Not sure but if you have 8.1.2 URS/IRD might be "custom routing" can be used.
Create subroutine with one input and one output parameter.
All that subroutine dies is just getting any SData value (or calculate any othe rvalue) and attach it to the call.
Subroutine returns its input value (with no modifications).
Provide this subroutine name as value of Xustom Routing control in target slection object. Thats all -
whatever is in subroutine will be executed just before routing call (when agent already selected).
[/quote]
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Not sure about Composer as it doesn't create strategies for URS.
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[quote author=terry link=topic=7168.msg30802#msg30802 date=1337880266]
Not sure about Composer as it doesn't create strategies for URS.
[/quote]
Hi,
I also required this function, i am using IRD. can any one tell , how to do this in IRD?
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It is explained how to do on IRD, read please...
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Just in case - "custom routing" doesn't provide waiting time by itself - waiting time need to be calculated/obatined with some logic in strategy (through SData or by measuring time intervals as mentioned by Dionysis or some other way).
It just allows to execute this logic JUST BEFORE sending routing request (when agent already selected and information about it is available). Attaching data to interaction on green port of target slection object (= after call is routed) doesn't always work - sometimes it is too late.
"Custom routing" in context of target slection object - is just packing all logic needed to be executed after information about selected target is already available (passed as input parameter of subroutine) but call still on RP and it is safe to perfrorm any data attaching.
To pass into subroutine any extra data on top of selected target (for example time stamp when strategy started) INTERACTION scope variables can be used (defined in both main startegy and in custom routing subroutine).
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I can't speak to Composer, but in IRD it is easily done using SelectDN/SuspendForDN...
[tt]
----------------
| Start |
----------------
|
V
-----------------
| Assign |
| varStartTime = |
| Timestamp[] |
-----------------
|
V
---------------- GREEN
| SelectDN |------>|
---------------- |
|RED |
V |
---------------- GREEN |
| SuspendForDN |------>|
---------------- |
----------------|
|
V
----------------
| Attach "TIQ" |
| Timestamp[] - |
| varStartTime |
| |
| (format ms) |
----------------
|
V
----------------
| RouteCall |
----------------
[/tt]
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Hi,
Anyone did it using Composer?
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Which is the difficulty you are facing?