Cisco Knowledge Share – Proactive call center (part #2)

How do we measure the holding time in a queue? There are designated functions for that in uccx. It is called ‘get reporting statistics’, this function allows us to retrieve run time information from uccx and assign their value to a variable. In our case we will retrieve the information about the person which is holding the longest time, AKA ‘oldest contact in queue’, and assign it to a variable called ‘oldestinQ’. An example of how the function’s properties would look like is shown below:

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Once that value is retrieved, it can be compared to a predefined value which is either hard coded in the script or populated as a parameter variable (much better) to the appadmin web page. The comparison is done using an IF function. Something like: IF oldestinQ > maxHoldTime then send email, else (if not) continue (do nothing). These two functions need to run every so often in order to provide an accurate results, if it would only run every 120 seconds and our predefined value is set to 60 seconds, when we get an updated status, our callers are already holding for 120+ seconds. The easiest way to make that happen is add the two functions to the queue loop routine, and make sure the queue hold time (usually DelayWhileInQueue) is set to 1/3 of the email alert timer. There are still a possibility of inaccurate timing, but that would not be more then the queue delay timer. Times up for now, next time I’ll cover the email sending functions we did, later