Easy way to retrieve contacts time in queue in the desktop?
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I would like to show the agent how long a caller held in queue when it arrives. I'm hoping there's a way to get this information natively, but can't find any documentation. One option is to set an attribute when a call enters the queue, but I was hoping there would be a more elegant way.
Thank you, david
asked a year ago238 views
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Setting a timestamp in the Contact Attribute is most likely the cleanest without using any API. And when the call arrives, you can calculate the current timestamp minus the enqueueTS.
The DescribeContact API does return EnqueueTimestamp which can be used for similar purpose but I would avoid this as it goes against the 2 API per sec limit.
answered a year ago
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Yeah that's what I ended up doing as it seemed like the easiest. Would be nice if this information would be included as part of the call data as I can see other use cases for it. Thanks for replying.