Open Forum

 View Only
  • 1.  VCC Variables

    Posted 01-31-2023 06:25
    HI All,

    We want to add a custom Varible of average wait time for a VCC queue but struggling to understand the syntax.

    Has anyone done this?

    ------------------------------
    Ryan Bridgewater
    ------------------------------


  • 2.  RE: VCC Variables

    Posted 02-06-2023 06:18
    Hi Ryan,

    Currently the only way we can see this is utilizing the dashboards.  We can see the average wait time on a queue for a specific day.  It would be great if we could see this data on a custom report.

    ------------------------------
    Drew Vance
    ------------------------------



  • 3.  RE: VCC Variables

    Posted 02-06-2023 06:29
    I may have just figured out our issue.

    I found that in the Customer report, Queue Interactions -> Summary.  There is a metric for Average Wait Before Accept Time.

    ------------------------------
    Drew Vance
    ------------------------------



  • 4.  RE: VCC Variables

    Posted 02-06-2023 06:43
    Yh we have added that to our reports but wanted to try and add it into our IVR script for users waiting. to know the average wait time

    ------------------------------
    Ryan Bridgewater
    ------------------------------



  • 5.  RE: VCC Variables

    Posted 02-06-2023 06:49
    Oh Ok.  The way I tackled this was by having multiple instances of the function Test Condition of Queue -> The longest wait time for any call in this queue is greater than: __

    I have 3 instances.  First instance checks if calls are greater than 60 seconds.  If the wait time is longer it moves to the next function to test condition of queue and it checks if it is greater than 120 seconds.  If it is longer it will move to the next test, which is testing if wait time is longer than 180 seconds.

    For each test, if the wait time is short, it will play a generic message like:

    "...your call wait time is less than a minute"

    "...your call wait time is less than 2 minutes"

    "...thank you for your patience, we will be with you shortly"

    if the call makes it to the 3rd round (basically any calls that have a est wait time longer than 3 minutes) it will provide the caller the call back option after a short time.


    Hopefully this all makes sense.  This is just how I worked with the function.  I may not have gone the most efficient route but it is working for us.

    ------------------------------
    Drew Vance
    ------------------------------



  • 6.  RE: VCC Variables

    Posted 02-06-2023 06:57
    Hmm thats a interesting way to do it. Might give it a go.

    Thanks :)

    ------------------------------
    Ryan Bridgewater
    ------------------------------



  • 7.  RE: VCC Variables

    Posted 02-06-2023 07:03
    Thanks!  It is quite a lot.  Happy to share screens if you want to get on a call.  my email is drew@greenlawnfertilizing.com

    Have fun with it!

    ------------------------------
    Drew Vance
    ------------------------------