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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.
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