Getqueue

Returns variable values that inform you of the status of the selected queue. Queue status information collected with Getqueue is commonly used to inform a caller of estimated hold time. While it's not possible to predict hold time with complete accuracy, you can give the caller an idea by using text-to-speech (TTS) to tell them how many people are in queue ahead of them.

Supported Script Types

Phone

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

• Estimated Wait Time: Returns an estimate of the contact's wait time based on the input values.
• Getqueue: Returns values you can use to determine how long the specified queue is.

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
Skills	Click to display the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. 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: Skill1, Skill27, Skill45, Skill63.
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	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.
HighProficiency	The highest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
LowProficiency	The lowest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
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 priority Skill-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.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
ZeroQueued	Path taken if there are no contacts currently queued for the selected skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Tips & Tricks

• To verify the number of agents that are in an Available state, refer to the Countagents action.
• When you script using the HighProficiency and LowProficiency properties in Getqueue, the action estimates queue counts by using skill touch points. Touch points are interactions in queue under the same skill that fully or partially capture the proficiency range for the action. For example:
  • Three interactions are placed in queue. Each interaction has a different defined proficiency range.
  • Interaction 1 has a proficiency range of 1-5.
  • Interaction 2 has a proficiency range of 6-12.
  • Interaction 3 has a proficiency range of 5-20.
  • When a Getqueue action executes with a proficiency range of 1-5, it returns a value of 2 because only interactions 1 and 3 fall within the range.