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Can't seem to get my EWT message to flow properly.
So I have it Play Estimated Wait Time with no customer message, then I have it start a loop, once in the loop it checks if the wait time is greater the 30 seconds.
If it is the decision is True it Play Estimated Wait Time, then it plays hold music and then runs thru the loop again. Now the issue I get is that the first run thru it says 4minutes 59 seconds, then it runs thru the loop again and says you have 4 minutes 39 second, then it simply repeats the 4 minutes 39 seconds for each run thru the loop.
A couple unrelated notes:
a. You don't need to use the NOT_SET Play Estimated Wait Time action anymore; EWT & PIQ is automatically fetched at the beginning of each iteration of the in-queue flow.
b. I'm not sure why you need the loop. The in-queue flow automatically loops itself until the call is assigned to an agent.
Can you elaborate more on your scenario, for example:
1) Does the queue have other interaction before this particular interaction entered the queue?
2) How busy are the agents. Are there enough agents? or there's no agent available?
Quick explanation of how the above scenario could happen:
The EWT number will only update when there's changes in the queue length or agent count. i.e. When there's interaction in the queue that either leave the queue or get into service, or there's agent that either left the system or entered the system, there is also possibility of changes in AHT.
In the case that the system variable stay the same the EWT stay the same and will not be different even though time had elapsed between subsequent request.
Also, make sure you are requesting the EWT for the specific interaction (as mentioned by @Melissa Bailey? ), instead of at the queue level. This will make sure that if the interaction advanced in the queue, it should see a smaller EWT number.
Let me know if this explanation helped.
Hi Melissa / Wei, Thanks for replying, I've just re-tried this feature and now it's starting at 0 seconds, which is what I would expect (I didn't change anything), so I'll test it on a production queue and see if it tells me the correct EWT thru the flow and get back to you both.
Any update on this one. Did the EWT change while in loop or did it keep on playing the same old EWT all the time?
Hi Harshali, EWT does not update when it's within a loop in the InQueue flow. It continues to play the first EWT it got on the first run through the InQueue flow. The EWT only updates when the call hits the end of the In-Queue flow and starts at the top of the flow again. Or else you could use a Data Action to get the EWT each time within the loop.
Thank you for your suggestion. I did try that approach, I removed the loop and made sure it hits the flow start to fetch updated EWT. Still it kept playing the old EWT.
Remember the play EWT will never report an increased value. If your call is just sitting in the queue and there are no other calls being answered, chances are the EWT is going up.https://help.mypurecloud.com/articles/add-an-estimated-wait-time-action-to-a-task/
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