Фоки с Луха.

р.Лух, Рафтинг. 12-13.07.2008

How-To get Current Average Expected Wait Time in Genesys.

Create Statistics:

Running IRD -> Login -> Menu “View” -> Statistic Data -> Menu “File” -> “New”



“Name” – You name of statistic. For example “CEWT”
“Category” – ExpectedWaitTime.
Flag on “Queue/Routing Point Statistic”
“Subject” - “DNAction”
“Interval “ - “Last Seconds”
Mask “Active” -> Flag on “CallWait”
"OK".

Strategies -> Menu “File” -> “New”.
“Name” -> “TestEWT”.





Click on “Traffic light”.



Select “Assign”.





Double click on new icon.
Click on “variables”, add a new integer variable EWT.



Field follows



“Expression” –> Select variable EWT.
“Type” –> Select “All Function”
“Name” –> “SData”
“Parameter” – > “Target” -> Select VQ for statistics, in our case “TEST_WQ@NNOV_SS_URS_p.Q”
«Statistics» -> Our statistics “CEWT”

“Add» -> «OK».

Now in variable EWT defined average waiting time in the queue. Then, depending on SWITCH possible with the help of her voice VP or IVR. Depends on the task or fantasy.