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How long a call waited in queue?

0

Hi
i am trying to find how i can get the the value of how long the call waited in queue when its answered?
And store this value as a contact Attribute .

Eventually this attribute will be passed to the agent dashboard and displayed to the agent when a call is answered

Thanks in advance
CodeBug

Topics
Application IntegrationBusiness Applications
Tags
Amazon Connect
Language
English
CodeBug
asked 6 years ago345 views
1 Answer
0

Hi CodeBug,

The way I'd solve this would be to set a ContactAttribute for TimePlacedInQueue (You'll need a Lambda to do this!), then use the Streams API to retrieve this on Agent Connection, do a calculation to compare the current time to TimePlacedInQueue and display as required.

Thanks
Dan

DanBloy
answered 6 years ago

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