Genesys Cloud CX

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  • 1.  Best way to implement "precise" wait time in queue

    Posted 09-30-2021 17:48
    Hi,

    As I understand it we could play EWT in queue and the calculation for it is AHT * position in queue / number of available agents and AHT is based on past 7 days interactions? Is this correct?

    My question is, is there a way to implement precise wait time in queue to the callers?

    Thanks,
    YI
    #Routing(ACD/IVR)
    #Telephony

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    Yusuf Iman
    Datacom Connect Limited
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  • 2.  RE: Best way to implement "precise" wait time in queue

    GENESYS
    Posted 10-01-2021 06:19
    I would not suggest you attempt to implement it yourself. We do something more sophisticated than a simple algorithm.

    You can "(a)dd the Play Estimated Wait Time action to an in-queue flow's task sequence to make educated estimates on wait time based on historical data, and play the wait time back to the caller." (https://help.mypurecloud.com/articles/play-estimated-wait-time-action/)

    We also expose EWT via API.

    For more information on how EWT is calculated you can see the following Developer Center article:
    https://developer.genesys.cloud/api/rest/v2/routing/estimatedwaittime-v2

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    Jay Langsford
    VP, R&D
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