Scripting question: total wait time

[Supernn]

Hi,

CC6.0

I have a customer who wants the following:
If the total amount of time all people waiting exceeds the say 200 seconds, the next caller will be forwarded to the voicemail.

e.g. there's a queue of 8 people.
5 are waiting 30 seconds and 3 are waiting 20 seconds.
The total wait time is now (5*30)+(3*20)=210 seconds.
I want the next caller to be forwarded to the voicemail.

I've come up with this so far:
IF (EXPECTED WAIT TIME Skill_A * QUEUED COUNT Skill_A) > 200 THEN
ROUTE CALL VMAIL
END IF

Anyone else a better solution or another idea?

 

[Milesprower]

I don't believe there is an intrinsic that meets your needs. Expected Wait Time does not provide the total wait time and it is not the best if you have variable traffic levels. (it works best when you have steady traffic). Perhaps someone can come up with a (clever) way to accomplish what you want.

 

[Supernn]

Thanks, keep my fingers crossed....

 

[pronei]

I would build assumptions based on approximate length of call and hardcode.

Example:

Assume your avg length of call is 20 seconds (obviously, research to obtain actual numbers). To reach your 200 seconds threshold, that will allow for 10 people to be in queue. Test the queue count and if greater than 10, give ivr with treatment.

You could also built a timed overflo to VM if the caller has waited longer than you want them to.