Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tambo on October 12, 2013, 01:47:36 PM

Title: Update EWT while in queue
Post by: Tambo on October 12, 2013, 01:47:36 PM

Hi Guys,

I could be barking up the wrong tree here  ???

i collect EWT and play a suitable timed message i.e. 10 mins and would like to update the customer when they reach half of their EWT.

the issue i have is that when i update the EWT it collects the stat as it currently is for the queue but not this particular call, so if EWT has gone up to 15 mins thats what i get returned.

my EWT is based on....
stat <StatAgentsTotal>
stat <StatCallsInQueue>

is it possible to pull the new EWT for this call - not the whole queue ??

cheers

Title: Re: Update EWT while in queue
Post by: terry on October 12, 2013, 05:19:40 PM

Are URS and its strategies involved? If yes then probably InVQWaitTime function

Title: Re: Update EWT while in queue
Post by: cavagnaro on October 12, 2013, 06:28:44 PM

As terry says...just be sure to get the stat from the VQ assigned to the target object.
StatServer already can provide such information, no need for you to create it.
Be sure the AG has a Orig DN the VQ too on CME, if not won't work

Title: Re: Update EWT while in queue
Post by: Tambo on October 12, 2013, 11:40:39 PM

Thanks guys going to use variable that creates the VQ to see what it returns  ;D

Title: Re: Update EWT while in queue
Post by: terry on October 13, 2013, 03:27:48 AM

Also (just in case) using functions/"statistics" PositionInQueue and CallsWaiting it is possible to scale/(adjust to soem specifc call) other "custom" statistics (differnt from StatExpectedWaitingTime used used by InVQWaitTime) 

Title: Re: Update EWT while in queue
Post by: cavagnaro on October 13, 2013, 10:23:57 PM

Didn't understand what you meant...

Title: Re: Update EWT while in queue
Post by: terry on October 13, 2013, 11:06:16 PM

I meant that if you calculate you own statistic X (using StatCallInQueuem etc)
for some queue then to adjust it for some call in this queue often will be acceptable to use X*PositionInQueue/CallsWaiting