Adding multiple queue wait times to one Zendesk ticket

You use multiple queues, your agents transfer calls from one queue to another and you would like to see how long a customer has to wait before the call is accepted in either queue in the call's Zendesk ticket?

No problem! In this article we want to show you how to achieve this.

To have the wait time for each queue added to the right Zendesk field, you need to know in which queue the customer waited.

What you need to do:

  • 2 decimal custom fields in your Zendesk
  • 2 session IDs (local events) on your call flow module
  • 2 triggers
  • 2 ticket updates (global events)

1st Step

First, make sure you create two new decimal fields in your Zendesk

For instance, they could look like this:

2nd Step

Next, go to your Call flow in Applications and find the Automatic Call Distribution Module for one of the queues your agents transfer call from or to. In our case, this is the Support Call Flow Automatic Call Distribution module.

Go to  the "Actions" tab and create a new event with the action Set Session Variable.

The next screenshot shows the settings for the event. After you selected the Action "Set variables", you can click on "ADD" set a session variable. The variable could be called ivr.queue.name and we gave it the name of the queue, in this case supportqueue.

So what this session variable does: when a call reaches this call flow module, the variable name ivr.queue.name is given the value "supportqueue" and this is stored in the call session until it is overwritten. You can then use the value of the variable name to run a number of babelforce triggers.

 

You do the exact same thing for the other Automatic Call Distribution module your team is using for transferring calls (in this example case we only have two queues but you can add as many as you want - however, you also need to add as many Zendesk fields). Below you find the screenshot for the other module, the Sales queue. As you can see, the event is almost the same with the one difference: the value of the variable ivr.queue.name is "salesqueue".

3rd Step

Now create two trigger that read out the result and evaluate which of the two values above is currently in use:

Trigger for support queue:

Trigger for sales queue:

4th Step

To complete this setup, go to Events and create two with the following settings (as you can see you reuse the trigger you just created in the step above):

For the support wait time:

For the Sales wait time:

The result

And this is how the result could look like in Zendesk

You have of course the possibility to add more information, for instance, you can have the ticket updated telling you which queue the caller reached first and was then transferred to, you can add a tag for each transfer, etc. Feel free to play around with session variables - they offer great opportunities.

 

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