Genesys Cloud CX

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

    Posted 09-30-2021 17:48

    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?


    Yusuf Iman
    Datacom Connect Limited

  • 2.  RE: Best way to implement "precise" wait time in queue

    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." (

    We also expose EWT via API.

    For more information on how EWT is calculated you can see the following Developer Center article:

    Jay Langsford
    VP, R&D