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Returns variable values that inform you of the status of the selected queue. |
Supported Script Types
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| Phone |
Properties
- Skills
- Click this to display the skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. The skill you select will be displayed in the property and will be verified in the queue. Remember to use curly brackets {} when you use a skill variable in this property.
Multiple skills can be specified in this field by using a comma-delimited array. For example: 12345, 23456, 34567.
- NumberQueued
- The name of the variable to receive the number of contacts currently queued. If the current contact has already executed REQAGENT for the same skill, it will be counted too.
- LongestWait
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The name of a variable to receive the number of seconds that the oldest contact has been in queue.
This property returns the longest wait time in seconds.
- Scope
- This property is a drop-down list to select one of the following:
- Entire Queue. Counts all contacts for the selected Skill.
- Ahead. Counts only contacts queued earlier with a higher prioritySkill-based designation of the importance of contacts that determines delivery order..
- Behind. Counts contacts that have entered the queue after the current contact and are considered a lower priority.
Branches
- Default
- The Default branch condition will be used unless another branch condition is met.
- OnZeroQueued
- If there are no contacts currently queued for the selected skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, this branch condition will be triggered.
Tips and Tricks
- Queue status information collected with GETQUEUE is commonly used to inform a caller of an estimated duration of time they will be on hold.
- There is no sure way to accurately predict a contact's hold time, but by looking at the number of contacts ahead and the longest hold time, a reasonable estimate can be made.
- For example, using the text to speech functionality, you could inform the caller the number of people in queue ahead of them.
- To verify the number of agents that are in an “Available” state, refer to the COUNTAGENTS action.
