Customizing Siebel queue time

The Siebel Queue Time icon is on the Siebel Communication toolbar.

When the Siebel agent hovers over this icon, the toolbar displays the total system time that the inbound call has been in the queue. System time is calculated as the time the call is first connected to the time the Siebel Agent accepts the call work item.

If the wanted time display for the Siebel Queue Time is not the CIC system time, you can override this value by modifying handlers. For each call, a name-value pair is stored on the call for the CIC system time. The name of the call attribute is S_QueueTime. If this value is empty by the time the call is connected with the Siebel agent, the CIC Integration to Siebel generates based on the CIC system time. On the other hand, a CIC-certified handler developer could set the S_QueueTime variable to a defined value based on the customers’ requirements. For example, S_QueueTime could be set to the actual time the call was waiting in the last queue.

Consider this handler customization scenario:

1. A customer calls into CIC.

2. The customer enters their SSN or customer number.

3. The system routes the customer to the Sales workgroup.

4. The moment the call enters the Sales workgroup queue, the start point time stamp is stored with the call.

5. The call eventually routes to a Siebel Agent. Before alerting the agent with the customer call, the system stores the end-point time stamp with the call.

6. The difference between the start point time stamp and end-point time stamp is stored in the S_QueueTime variable for the call.

7. The Siebel Agent sees this value by hovering over the clock icon on the toolbar.

Note: (for CIC certified handler developer) The S_QueueTime variable MUST be stored before the caller picks up the call. If not, the CIC Integration to Siebel generates the CIC system time and this value is used the Siebel Queue Time display.