Acquires the number of agents servicing a queue, the number of callers in the queue, and the estimated queue wait time.
Get Statistics
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Acquires the number of agents servicing a queue, the number of callers in the queue, and the estimated queue wait time. |
You can use this information to decide how to route contacts using a Select Case action cell. For example, you might choose not to route contacts to queues with no available agents or queues with high wait times.
Contact Queue/Response Queue
Use the ‘Contact Queue’ setting. The ‘Response Queue’ option is reserved for internal use.
Number of agents available variable/Number of callers in queue variable
Enter an integer variable for each value you wish to store.
Estimated wait time variable
Enter a float variable if you wish to store this value.
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Exit point |
Taken |
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Complete |
If the required statistics were acquired. |
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Not Found |
If the required statistics were not acquired. Consider using another queue, or retry the same queue after a pause (using a Sleep action cell). |