Genesys Cloud - Main

Hi everyone, 

We are excited to announce the release of a new feature for Estimated Wait Time that includes agent utilization configuration data to improve the accuracy of EWT prediction!

For more details about how to configure agent utilization, please refer to - Agent utilization - Genesys Cloud Resource Center . Additionally, the document here contains more information about estimated wait time algorithm and how it factors in agent utilization settings along with other configuration settings - Genesys Cloud Developer Center.

Thanks,

Sanjana

#Roadmap/NewFeatures

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Sanjana Seetharam
Senior Product Manager
Genesys - Employees
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Thanks Sanjana for continuing to make EWT more accurate.  Having controls for number of interactions or time-frame for the algorithms would be a huge plus.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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