Getqueue

Returns variable values that inform you of the status of the selected queue.

Supported Script Types

Phone

Property	Details
Skills	Click to display the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge in your tenant. 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.
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.

Branch	Details
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 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.

Queue status information collected with Getqueue is commonly used to inform a caller of an estimated duration of time they will be on hold.
There is no sure way to accurately predict a contact's hold time, but by looking at the number of contacts ahead and the longest hold time, a reasonable estimate can be made. For example, using the text to speech functionality, you could inform the caller the number of people in queue ahead of them.
To verify the number of agents that are in an “Available” state, refer to the Countagents action.