Nivedha_Kalathi1 | 2021-06-18 15:00:31 UTC | #1
Hi All,
I am trying to fetch the current waiting time of a call in the queue in Architect and use it for further evaluations in the in-queue flow. Unfortunately, I am not able to fetch it directly from the APIs available.
Is there any way to fetch it directly or atleast calculating it by fetching the ACD segment start and end time from the conversations API? or any other way to get this done?
Has anyone done this before or have any advice to achieve this?
Regards, Nivedha
RobertWC | 2021-06-18 15:49:44 UTC | #2
If you are in an In-queue Call Flow, just used the attribute Call.EstimatedWaitTime and it will hold the current EWT in milliseconds, so if you are checking if EWT is over 5 minutes, you would use Call.EstimatedWaitTime>300000
system | 2021-07-18 15:51:40 UTC | #3
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