Today, I’m going to share with you an easy way to spice up your call center scripting in UCCX by configuring a position in queue announcement. While many companies are content to use the basic queue loop, having the ability to announce a caller’s place in queue will win you the favor and admiration of the most difficult customers.
Setting this up is very simple and can be done in as little as five call steps.
1. Gather the Statistic from UCCX
The first step is to gather the position in queue integer from UCCX. This is accomplished using the Get Reporting Statistic step. For Row Identifier, reference the string variable that holds your CSQ. Since the output of this step is a number, assign the Result Statistic to an integer variable.
2. Normalize the Data
The integer returned from the Get Reporting Statistic step is referred to as “Position in Queue.” If you wanted to announce the place in queue, no normalization needs to be done to the data. However, if you want to tell callers how many people are AHEAD of him/her, make sure to subtract 1.
set intPlaceInQueue = intPlaceInQueue - 1
For example, if you are the only caller in queue, UCCX will report that you are in position 1. Position 1, however, effectively means that there are 0 callers ahead of you. Therefore, we subtract 1 from 1 and get 0.
3. Create a Generated Prompt
Now that you have normalized your integer variable to reflect the correct position, use the Create Generated Prompt step to create a media file from the variable. In the example below, I am taking the output and saving it to a prompt variable.
4. Record the Pre- and Post- Prompts
If the caller is to hear, “There are X callers ahead of you,” you’ll need to create two prompt variables and record them as such:
- 1000.wav = “You are”
- 1001.wav = “callers ahead of you”
In the next step, we’ll sandwich the prompt variables together into a single prompt.
5. Concatenate them Prompts
Use the Create Container Prompt to take your three prompts (i.e. the pre-, the post- and the position in queue) and merge them together. The output should be saved to a prompt variable.
Following the concatenation, use the Play Prompt step to play this sandwiched prompt for your called: “There are zero callers ahead of you.”
Word to the Grammatically Wise
In order to ensure proper grammar, I suggest adding an If statement to this module that adjusts the pre-prompt (i.e. promptPlaceInQueue1) to be singular or plural. It could be as easy as:
If intPlaceInQueue = 1 THEN (promptPlaceInQueue1 = P[1000sing.wav]
Else promptPlaceInQueue1 = P[1000pl.wav]
If you don’t do this for a more intellectually-minded organization, plan on making a U-turn and going back to the customer in order to correct this easy-to-overlook mistake!