Hi All!

I am using Estimated Wait time in my In Queues, however, I have noticed that the time does not update if using a padded or approximate wait time.  For example, if we get 100 calls into queue all at opening time (8am), those 100 callers keep getting the same EWT as it is repeated in the In Queue, even though they may have been waiting like 10 minutes, it will still say EWT is 5 minutes, and there are still 50 calls in queue.  The EWT never changes.

Is there something else that needs to be done to get it to update as it loops through the In Queue?  The new callers into queue get a longer waiting time, but they may have joined like 10 minutes later.
#Architect/Routing #Routing(ACD/IVR)​​​
#ArchitectureandDesign

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Penny Petrie
Camis Inc
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The EWT does not report an increased value, see note on https://help.mypurecloud.com/articles/add-an-estimated-wait-time-action-to-a-task/
If you want to know the real EWT, use a data action to look it up.

------------------------------
Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 04-05-2022 11:26
From: Penny Petrie
Subject: Estimated Wait Time not Updating

Hi All!

I am using Estimated Wait time in my In Queues, however, I have noticed that the time does not update if using a padded or approximate wait time.  For example, if we get 100 calls into queue all at opening time (8am), those 100 callers keep getting the same EWT as it is repeated in the In Queue, even though they may have been waiting like 10 minutes, it will still say EWT is 5 minutes, and there are still 50 calls in queue.  The EWT never changes.

Is there something else that needs to be done to get it to update as it loops through the In Queue?  The new callers into queue get a longer waiting time, but they may have joined like 10 minutes later.
#Architect/Routing #Routing(ACD/IVR)​​​
#ArchitectureandDesign

------------------------------
Penny Petrie
Camis Inc
------------------------------

Thanks Melissa, I missed that note on that page.  I will look into doing a data action to implement.

------------------------------
Penny Petrie
Camis Inc
------------------------------

Original Message:
Sent: 04-05-2022 11:36
From: Melissa Bailey
Subject: Estimated Wait Time not Updating

The EWT does not report an increased value, see note on https://help.mypurecloud.com/articles/add-an-estimated-wait-time-action-to-a-task/
If you want to know the real EWT, use a data action to look it up.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-05-2022 11:26
From: Penny Petrie
Subject: Estimated Wait Time not Updating

Hi All!

I am using Estimated Wait time in my In Queues, however, I have noticed that the time does not update if using a padded or approximate wait time.  For example, if we get 100 calls into queue all at opening time (8am), those 100 callers keep getting the same EWT as it is repeated in the In Queue, even though they may have been waiting like 10 minutes, it will still say EWT is 5 minutes, and there are still 50 calls in queue.  The EWT never changes.

Is there something else that needs to be done to get it to update as it loops through the In Queue?  The new callers into queue get a longer waiting time, but they may have joined like 10 minutes later.
#Architect/Routing #Routing(ACD/IVR)​​​
#ArchitectureandDesign

------------------------------
Penny Petrie
Camis Inc
------------------------------