Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on December 05, 2016, 11:44:04 AM
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Hi,
I have a chat solution using GMS. All latest 8.5xx versions. I'm building a client using Chat API v2 and the customer requirement is this:
Customer goes on webpage, initiates a chat interaction whici goes to routing. A request to one of their Web Services is made and this returns the name of the queue in which the interaction should be placed. If no agents are available the interaction waits there but they want EWT for that specific queue to be displayed.
Is there a way to send the queue name back to the client so that I can trigger a stat request based on this queue to get the EWT?
Regards,
vma
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Hello,
By "queue", I guess you mean Virtual Queue (VQ), and not Interaction Queue (IxnQ) as you won't have a lot of stats (out-of-the-box) with the IxnQ.
Why would you send the queue name to the client? Isn't the requirement to display an EWT stat on the web page?
You may want to use PSDK to send request about "ExpectedWaitTime". You'll need to setup some object in Genesys before using this stat. (Like adding VQ's to Agent Groups Orig DNs section)
Look at Stat Server reference manual and deployment guide for more information.
Hope this helps!