Genesys Cloud - Main

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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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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