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Author Message
17/09/2019 04:19:10
Subject: How can ACCS agent know how long callers wait until
#1
YoshihikoTashiro
Joined: Mar 10, 2014
Messages: 22
Offline
Dear experts,

Is there any way to show an agent how long a caller waits until he/she can talk to the agent (or how long the call is in queue)?
The ideal thing is that Agent Desktop shows it, but developing an application might be acceptable.

Any advices would be appreciated.

Thank you in advance.


Yoshihiko Tashiro
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02/10/2019 14:05:25
Subject: Re:How can ACCS agent know how long callers wait until
#2
FergusCameron [Avatar]
Joined: Apr 17, 2012
Messages: 131
Location: WI, USA
Offline
It's a little more complicated than it seems but, assuming the customer is queued on the AACC for the duration of their wait, the 'History' intrinsic might contain the data that you want. I don't know of a way to configure AACC to implicitly display this but those intrinsics are available to the agent as soon as the contact is presented.
Fergus Cameron :: AVAYA :: DevConnect :: http://www.avaya.com/devconnect/
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