Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on December 19, 2013, 06:02:26 PM

Title: Time in queue for an interaction in IRD
Post by: vma on December 19, 2013, 06:02:26 PM

Hi,

Is there any statistic that can tell me for how much time an interaction is in queue? I believe I can attach the time stamp the moment the call is sent into the queue and then subtract this time from current time when I need it but I wonder if there is a statistic already calculated by Stat Server to for this?

Thanks,
Mihai

Title: Re: Time in queue for an interaction in IRD
Post by: terry on December 20, 2013, 02:45:11 AM

Which exactly queue?
Is it about some virtual queue or something like how long URS run strategy for the call?

Title: Re: Time in queue for an interaction in IRD
Post by: vma on December 30, 2013, 04:11:19 PM

it's a Virtual Queue. I need the time since a call entered a specific queue.

Thank you and Happy New Year.

Mihai

Title: Re: Time in queue for an interaction in IRD
Post by: terry on December 31, 2013, 02:21:55 AM

Unlikely there is suiatble statistic for this (working just for specific call).
Working with timestamps within startegy as you described looks like the simplest way to get this data.

Alternatvely this information can be taken directly from URS but it will require using  URS http API -
defining for URS application http port and using Web access object to send from strategy request to itself, something like (assuming 8.1.2+ URS is used)
http://localhost:httpport/urs/call/<connid>/lvq?name=<VQname>&filter=time
Result will contaion timestamp when call was placed in this queue so subraction from current time still will need to be done.