Get Site Queue Expected Wait

This tool returns the estimated time before a call can be answered at a Site Queue. Use this tool if you want to perform custom routing and not allow Interaction Director to pick the best site with the Get Best Site Queue tool. A Site Queue is one of the sites that makes up an Enterprise Queue. For example, you could have an Enterprise Queue of Support that is comprised of the following site queues: (Site-Indy, Queue-Support), (Site-Boca, Queue-Support), (Site-France, Queue-Support).

Inputs

Site Name

The site name as listed in Interaction Administrator’s Interaction Director Sites container.

Queue Name

The name of the queue as listed in Interaction Administrator’s Interaction Director Queues container.

Skills Required

A list of skills required for the call. These skills should be typed as they appear in Interaction Administrator. Skill Names must be defined the same for all sites. You should not define Windows NT at one site and Win NT at another.

Minimum Skill Levels

A list parallel to Skills Required specifying the minimum skill level required for this call. Separate multiple integer values with a semicolon.

Maximum Skill Levels

A list parallel to Skills Required specifying the maximum skill level required for this call. Separate multiple integer values with a semicolon.

Outputs

Estimated Wait Time

An estimate of the amount of time (in seconds) that a call will wait before being connected to an agent. This is calculated for the next call that enters the queue. This wait time is calculated by multiplying the average wait time for the queue times this call’s position and then subtracting the amount of time that the call has been on the queue. Average wait time is calculated by adding the total wait time for all calls answered in a given period and dividing that total by the number of calls answered in that period. A negative value is returned if the average wait time statistics are not available (due to insufficient observations in the sampling period) or if the call has already waited longer than the estimated wait time.

Queue State

The availability of the queue. It will be one of the following values:

Exit Paths

Success

This tool takes the Success exit path if it returned the estimated wait time.

Unknown Site

This tool takes the Unknown Site exit path if the Site Name you specified was invalid.

Unknown Queue

This tool takes the Unknown Queue exit path if the Queue Name you specified was invalid.

Failure

This tool takes the Failure exit path if it could not return the estimated wait time. Other reasons this tool might fail include if no agents have the required skills, the other site queues are closed, there are no available lines, etc.