In this article, we delve into key work query properties that play a pivotal role in managing case assignments within a queue.

• WAIT_TIME_IN_MILLIS: Provides the wait time in milliseconds, calculated by considering the wait time of previously assigned cases to this queue.

• WAIT_TIME_READABLE: Provides the wait time in minutes. Leveraging this property in the operator says node in the IVR enables you to vocalize the wait time to customers.

• NUMBER_OF_PENDING_CASES: Provides the current count of pending cases in the queue. These are cases that await assignment and may change dynamically as new cases enter the queue or get assigned.

• NUMBER_OF_AGENTS_AVAILABLE: Provides the count of agents currently in available status, indicating their readiness to handle cases.

• IDLE_AGENTS: Provides the number of agents currently in an idle state, meaning they are not engaged in active calls. This count reflects the availability of agents who can readily address incoming cases.

• POSITION_IN_WORK_QUEUE: Dynamically updates to reflect the current position of a case in the work queue. As cases are continuously assigned in the queue, this property provides real-time insight into the sequential order and ranking, aiding in the ongoing determination of case priority and processing order.

To Utilize Work Queue Properties in IVR

1. Add the Work Queue Properties node in IVR.

   

2. Next, in the Operator Says node, add the desired variable.