Removing calls that are in the resource selection queue

Hi Folks, I have a strange query. Is there any way to remove calls that have been presented to the resource selection step but are in the queue waiting for a free agent? I have created a varable that gets the current time and then created another varable that is poplated with the same syntax that is received from the T[now] step then done a IF atep with a > between to check if the current time varable is greater than the other varables but thi sis then applied after the queued after the select resource step but it doesnt work obviously BUT I was wondering if it can be. If the system has already accepted a call and tried to present it to an agent, can it be removed?
Thanks

I think I see clearer now.
Ok, so what you want to do is very logical and good practice. Instead of doing the time stamps, which will work, you could just use the time of day step.
Also, if you wanted to take it a step further, you could take the callers Estimated Wait Time (EWT) from the Get Reporting Statistics step (not all that accurate, but could be a good guess at times), and then see if the closing time (5:00 in your example) is more than the number of minutes away held in EWT, from the current time.
Example: Caller calls in a 4:55, and you close at 5:00. The EWT says they'll wait only 1 minute, then you queue them. However, if the EWT says they'll wait 8 minutes, then you do not queue them, and tell them you're already closed.
Just a thought, but it does sound like you are doing it right. I have seen too many times to count, people forgetting to put logic within the queue loop to cover things like business hours, day changes, holidays, no agents logged in, etc.
Good luck and happy scripting!
Anthony Holloway
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Removing calls that are in the resource selection queue

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