Nextiva Contact Center - The Queue Data Component

The Queue Data component will return the following information based on the specific queue(s) selected in this component. It will create a variable called channelAvailability in the workitem that contains a few pieces of queue information.

• The total number of logged-in agents. The value will be stored in the variable: workitem.channelAvailability.loggedAgents.
  
  
• The total number of Available agents from the specified queue. The value will be stored in the variable: workitem.channelAvailability.availableAgents.
  
  
• The estimated wait time a caller has been waiting in the queue. The value will be stored in the variable: workitem.channelAvailability.voice.estimatedWaitTimeInSeconds. 
  
  
• The total number of workitems in the queue. The value will be stored in the variable: workitem.channelAvailability.workitems.
  
  
• The estimated wait time for a workitem that is waiting in the queue. The value will be stored in the variable: workitem.channelAvailability.chat.estimatedWaitTimeInSeconds.
  
  
• The estimated wait time an SMS workitem has been waiting in the queue. The value will be stored in the variable: workitem.channelAvailability.sms.estimatedWaitTimeInSec.
  
  
• The workitemsPosition variable is a mapping of each workitem identifier to its current smallest position in the queue (if in multiple queues). It can be used to play the current position to the customer. 
  
  

The component can be used if you want to know, prior to entering the queue, if there are any agents logged in, available and/or the amount of time the caller or other workitems might be waiting prior to being routed to an agent. The Queue Data component’s functionality can only accept one queue in the configuration of this workflow component.

NOTE: When using the queue data in the workflow, you must have the Real Time Data option enabled in the queue configuration for this to work properly.

NOTE: The Queue Data component takes approximately 5–7 seconds to execute. In the workflow, add a Play Prompt action immediately after the Queue Data component with the same duration, such as: “Thank you for calling [Company]. Your call may be recorded for quality assurance purposes. An agent will be with you shortly.” Otherwise, the returned data may be inaccurate. 

Configuration Fields

When configuring a Queue Data component in the workflow, the following fields will be displayed: