| Expression name | What it does |
| queue.call.age.order |
Returns the position of the call, while 0 indicates that no other caller is waiting before the call. Positions can changed based on the selection rules. Therefore, this expression should be used with care. |
| queue.call.age.timestamp | Time stamp (YYYY-MM-ddThh:mm:ss) call entered the queue |
| queue.call.age.unix | Unix time (Milliseconds) call entered the queue |
| queue.calls.active | Returns all calls that are currently active of the queue the current call is placed in |
| queue.calls.bridged | Returns all calls that are currently bridged of the queue the current call is placed in |
| queue.calls.queued | Returns all calls that are currently queued of the queue the current call is placed in |
| queue.full | When a call asks "is this queue full" while waiting in a queue, this expression returns true or false |
| queue.id | When a call asks "what is your queue id" while waiting in a queue, this expression returns the queue's id |
| queue.load | When a call asks "what is your load" while waiting in a queue, this expression returns how many calls are active within this queue |
| queue.maxDialCount | When a call asks "how many agents do you call" while waiting in a queue, this expression returns how many agents the dialer will try to reach at the same time |
| queue.name | When a call asks "what is your load" while waiting in a queue, this expression returns how many calls are active within this queue |
| queue.waitTime | When a call asks "how long have I been waiting" while waiting in a queue, this expression returns the seconds the calls has been waiting within this queue |
The following metrics are available per queue id. You can select between
1, 5, 10, 30, or 60 minutes
| Expression name | What it does |
| queue.myQueueId.waitTime.expected.xmin |
Returns the expected wait time for calls in seconds in the defined queue, taking into account the average wait time of both taken and lost calls of the past x minutes. The value returns does not take into account how long the call waited. |
| queue.myQueueId.waitTime.initial.xmin | Returns the initial expected wait time for a call in seconds in the defined queue, taking into account the average wait time of both taken and lost calls of the past x minutes. |
| queue.myQueueId.waitTime.running.xmin | Returns the relative wait time for a call in seconds in the defined queue, taking into account the average wait time of both taken and lost calls of the past x minutes. this means, if the call had an initial wait time of 5 minutes and this expression is asked after 2 minutes what the expected wait time would be, the already waited time would be substracted. |
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