Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Chat Estimated Wait Time

    Posted 09-16-2022 15:43
    Hi Community,
    We use web chat to initiate a Google Dialogflow chatbot that eventually connects to a live agent.  Is there a way to display the estimated wait time to the user when the interaction transfers to the queue?  The only thing I could find in the resource center was referencing Messages and not Chats.
    #ArchitectureandDesign
    #DigitalChannels
    #SystemAdministration

    ------------------------------
    Nichole Conway
    State of Missouri - Family Support Division
    ------------------------------


  • 2.  RE: Chat Estimated Wait Time

    GENESYS
    Posted 09-16-2022 15:53
    Use the GetQueueEstimatedWaitTime or FindQueueEstimatedWaitTime function to look up the EWT.  Make sure to use the overload that takes a media type to get the most accurate EWT.  Then use a send response to display it to the customer.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Chat Estimated Wait Time

    Posted 09-16-2022 17:06
    That worked.  Thank you!

    ------------------------------
    Nichole Conway
    State of Missouri - Family Support Division
    ------------------------------