Genesys Cloud - Main

Client is requesting can the average wait time be displayed on their webpage for contacts to see who are going to call into the contact center.  This is doable right? 

Hey Tim, 

Yeah, this is very doable. You simply need to call the estimated wait time APIs. You do this by queue and can even do it further by media type. I suggest the latter - Displaying EWT for voice/callback/message etc interactions. 

Some things to remember here, you would prob not want to hit the API on page load, depending on where you have it if you have a high-traffic website, you'll either hit rate limits per minute, or even total API limits for your org, sending you into overage. 

Suggest you have a job that might hit the API once every 15 min or so, and then your website pulls from that request. 

When hitting the API, you'll get a resonse that looks like 

{  "results": [    {      "intent": "CALL",      "formula": "BEST",      "estimatedWaitTimeSeconds": 123    }  ]}

Then you just need to display that however you want really. 

https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-routing-queues--queueId--mediatypes--mediaType--estimatedwaittime

Above is the API I am using. 

Feel free to reach out :)

Thanks,

Client is requesting can the average wait time be displayed on their webpage for contacts to see who are going to call into the contact center.  This is doable right?