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API to fetch Estimated Wait Time

  • 1.  API to fetch Estimated Wait Time

    Posted 20 days ago

    Hi,

    We have the Agents logged in Amazon Connect and this Agents transfer the call to the Virtual Queue in Genesys based on EWT.

    1) Is there an API to fetch  the Estimated Wait time of VQ in Genesys from Amazon Connect Flows?

    2) Is there any dependencies/security concerns to be taken care.

    3) How the call from Amazon Connect agents can be transferred to Genesys Agents/VQ's/Extn?


    #RoutingandOrchestration(ACD/IVR)

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    Maragatham Sadaiyandi
    Accenture Solutions Private Limited
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