Genesys Cloud (formerly PureCloud)

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Call Data Action Get EWT failure

  • 1.  Call Data Action Get EWT failure

    Posted 11 days ago
    Edited by Mark Kastner 11 days ago

    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]


    Mark Kastner
    Gate 1 Travel