A place to ask questions, connect with others, and stay in the know
We recently started using callback. In our In Queue flow we state EWT to callers and then offer callback if EWT > x. We're finding that the EWT calculation understates the time, possibly by not considering the callback EWT. To account for that, I attempted to use a Call Data Action to get the EWT for all media types, store it as a new variable, and then play the new variable to the caller instead of the standard "Call.EstimatedWaitTime". The problem is the Call Data Action fails every time. Does anyone have experience with this to provide insight as to why it is failing? Below is how the Action is stetup.
Call Data Action
Category: PureCloud Data Actions
Data Action: Get Estimated Wait Time
QUEUE_ID: [tried queue name and queue_id]
MEDIA_TYPE: [tried "all", "call", "callback" – all failed]
Success Outputs: Estimated Wait Time in Seconds: Flow.EWTall [to be used later in flow in a ToAudio function]
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.