Sorry, misread that. You will need to use data action against /api/v2/analytics/conversations/{conversationId}/details then pull in conversationState and calculate the duration based on current time.
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 06-18-2021 12:21
From: Luke Mitchell
Subject: Get queuing/waiting interaction duration in flow for decision
Thanks Robert,
I am not looking for the EWT, I would like to route on the current time that the interaction has already been waiting in queue if possible?
------------------------------
Luke Mitchell
Conn3ct
Original Message:
Sent: 06-18-2021 11:50
From: Robert Wakefield-Carl
Subject: Get queuing/waiting interaction duration in flow for decision
If you are in an In-queue Call Flow, just used the attribute Call.EstimatedWaitTime and it will hold the current EWT in milliseconds, so if you are checking if EWT is over 5 minutes, you would use Call.EstimatedWaitTime>300000
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-18-2021 10:51
From: Luke Mitchell
Subject: Get queuing/waiting interaction duration in flow for decision
Hi All,
I am trying to get the interaction current queuing/wait time duration for a waiting call in architect, and then use the value for a decision in the in-queue flow. Has anyone completed this before and have any tips or pointers?
Thanks Luke
#ArchitectureandDesign
#Routing(ACD/IVR)
------------------------------
Luke Mitchell
Conn3ct
------------------------------