kike | 2022-10-05 10:01:09 UTC | #1
Hello,
Is it possible to extract the actual waiting time? Or is it only possible to get the estimated waiting time?
MelissaBailey | 2022-10-07 14:47:25 UTC | #2
The actual wait time won't exist until after the call is answered by an agent. While waiting in-queue, we can only tell you the estimated wait time, a prediction (guess) of how long it's going to take.
kike | 2022-10-25 13:01:55 UTC | #3
And is it possible to extrapolate the AWT (Actual waiting time) indicated in the documentation? https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2
AdjustedAHT = (AWT * NumberOfAgents) / PositionInQueue
system | 2022-11-25 13:02:14 UTC | #4
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