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  #1  
Old 05-24-2016, 09:47 AM
amouinet amouinet is offline
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Default Position in queue for all topics

Hello,
A taskflow has several topics and each agent can answer calls from all topics.
but when caller hears the position in queue the ipocc is telling the position in queue for their specific topic.
so while there may be number 1 in their topic, if there are calls in other topics.
the agent that is number 1 in there queue would still wait a long time to reach an agent.

Is it possibel to announce a position in queue for all topics?

(Same things for "c.positionInQueue" condition, when I use it in the "logic condition" fonction in a topic callflow, its calculated only for this topic, not for all)

Thank you all in advance for your help!
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  #2  
Old 05-26-2016, 06:18 AM
vliegj vliegj is offline
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I posted the same question a week ago, no answer yet.
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  #3  
Old 05-27-2016, 10:45 AM
kruegerb kruegerb is offline
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In case all topics route to same ag you can collect to a help topic and ask here for position in queue
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  #4  
Old 05-27-2016, 11:23 AM
lebon lebon is offline
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I have the same request, and I look, but I do not see any logic used
c.positioninqueue for "topic1 '+ c.positioninqueue" topic2' etc ..
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Old 06-01-2016, 06:46 AM
vliegj vliegj is offline
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Can you be more specific?
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  #6  
Old 06-01-2016, 03:37 PM
lebon lebon is offline
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Hi,

like the post above
I have 3 topics go to One agent group
I use an IVR script to advertise the position in the queue
I would like to announce the position in the queue for the 3 topics
now when the position is announced for each topic not for all
Exemple:
call on the topic 1 position in the queue is 1
call on the topic 2 position in the queue is 1, what I would like is to have what is the position in the queue "topic1 + topic2"
call on the topic 1 position in the queue is a 1
call on the topic 2 position in the queue is 2, there have 2 call waiting for the group

Yvan
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Old 06-02-2016, 09:50 AM
mnorst mnorst is offline
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Quote:
Originally Posted by lebon View Post
Hi,

like the post above
I have 3 topics go to One agent group
I use an IVR script to advertise the position in the queue
I would like to announce the position in the queue for the 3 topics
now when the position is announced for each topic not for all
Exemple:
call on the topic 1 position in the queue is 1
call on the topic 2 position in the queue is 1, what I would like is to have what is the position in the queue "topic1 + topic2"
call on the topic 1 position in the queue is a 1
call on the topic 2 position in the queue is 2, there have 2 call waiting for the group

Yvan
You may need to use a Collector to gather Topic 1 and Topic 2 into another topic (Topic 3) then take the position in queue from this topic. That said, this may alter some of the statistics and real-time counters for topics 1 and 2, so I would test it before using in production.
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  #8  
Old 06-08-2016, 03:40 PM
lebon lebon is offline
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is done, but i not check the counter
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