Genesys Cloud (formerly PureCloud)

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Make a decision based on Estimated Wait Time

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  • 1.  Make a decision based on Estimated Wait Time

    Posted 15 days ago
    Edited by Harisson Tonieto 15 days ago
    Hello everyone,

    I'm tying to make a decision based on EWT value, e.g.:

    • Value is more than 2 minutes >    Create a callback.
    • Value is less than 2 minutes   >    Play EWT + hold music.

    Currently i'm using this expression, but isn't working.

    IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 2, 0)​


    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Kindly regards,
    Harisson Tonieto
    Brasil Foods
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  • 2.  RE: Make a decision based on Estimated Wait Time
    Best Answer

    GENESYS
    Posted 15 days ago
    Instead of MakeDuration() I use ToDuration()

    For example, ToDuration("PT120S") for 2 minutes. See the help in Architect for the ToDuration() expression

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 3.  RE: Make a decision based on Estimated Wait Time

    Posted 15 days ago
    Thanks for the tip George.

    That solved the problem.

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    Harisson Tonieto
    Brasil Foods
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