Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

Change the QUEUE_ID field from literal to expression.  Right now you are sending the letters C, a, l, etc which is not an id.  Also is there a reason why you aren't using the built in function GetQueueEstimatedWaitTime instead of a call data action?

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

I changed from a literal to an expression but it's still hitting an error and disconnecting.  How do I use a built-in function?

Change the QUEUE_ID field from literal to expression.  Right now you are sending the letters C, a, l, etc which is not an id.  Also is there a reason why you aren't using the built in function GetQueueEstimatedWaitTime instead of a call data action?

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

"voice" is not a valid value for the MEDIA_TYPE.

How to open expression help: https://help.mypurecloud.com/articles/access-architect-expression-help/

This would be the expression you want GetQueueEstimatedWaitTime(Call.CurrentQueue, "call")

I changed from a literal to an expression but it's still hitting an error and disconnecting.  How do I use a built-in function?

Change the QUEUE_ID field from literal to expression.  Right now you are sending the letters C, a, l, etc which is not an id.  Also is there a reason why you aren't using the built in function GetQueueEstimatedWaitTime instead of a call data action?

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

Thank you!

"voice" is not a valid value for the MEDIA_TYPE.

How to open expression help: https://help.mypurecloud.com/articles/access-architect-expression-help/

This would be the expression you want GetQueueEstimatedWaitTime(Call.CurrentQueue, "call")

I changed from a literal to an expression but it's still hitting an error and disconnecting.  How do I use a built-in function?

Change the QUEUE_ID field from literal to expression.  Right now you are sending the letters C, a, l, etc which is not an id.  Also is there a reason why you aren't using the built in function GetQueueEstimatedWaitTime instead of a call data action?

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

One more question, what if we wanted to do something based on longest wait instead of the estimate wait?  I don't see a function for that type of wait in the function builder. 

Thank you!

"voice" is not a valid value for the MEDIA_TYPE.

How to open expression help: https://help.mypurecloud.com/articles/access-architect-expression-help/

This would be the expression you want GetQueueEstimatedWaitTime(Call.CurrentQueue, "call")

I changed from a literal to an expression but it's still hitting an error and disconnecting.  How do I use a built-in function?

Change the QUEUE_ID field from literal to expression.  Right now you are sending the letters C, a, l, etc which is not an id.  Also is there a reason why you aren't using the built in function GetQueueEstimatedWaitTime instead of a call data action?

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

We don't have a function for that.  By longest wait, you mean you want to do something with the caller who is last in the queue?

One more question, what if we wanted to do something based on longest wait instead of the estimate wait?  I don't see a function for that type of wait in the function builder. 

Thank you!

"voice" is not a valid value for the MEDIA_TYPE.

How to open expression help: https://help.mypurecloud.com/articles/access-architect-expression-help/

This would be the expression you want GetQueueEstimatedWaitTime(Call.CurrentQueue, "call")

I changed from a literal to an expression but it's still hitting an error and disconnecting.  How do I use a built-in function?

Change the QUEUE_ID field from literal to expression.  Right now you are sending the letters C, a, l, etc which is not an id.  Also is there a reason why you aren't using the built in function GetQueueEstimatedWaitTime instead of a call data action?

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

Yes, but only if they've waited X amount of minutes. 

We don't have a function for that.  By longest wait, you mean you want to do something with the caller who is last in the queue?

One more question, what if we wanted to do something based on longest wait instead of the estimate wait?  I don't see a function for that type of wait in the function builder. 

Thank you!

"voice" is not a valid value for the MEDIA_TYPE.

How to open expression help: https://help.mypurecloud.com/articles/access-architect-expression-help/

This would be the expression you want GetQueueEstimatedWaitTime(Call.CurrentQueue, "call")

I changed from a literal to an expression but it's still hitting an error and disconnecting.  How do I use a built-in function?

Change the QUEUE_ID field from literal to expression.  Right now you are sending the letters C, a, l, etc which is not an id.  Also is there a reason why you aren't using the built in function GetQueueEstimatedWaitTime instead of a call data action?

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

Most of the responses here are valid for inbound call flows, but if you are needing to make decisions within an inqueue call flow, then all you need to is to reference the built in Call.EstimatedWaitTime.  No need for a data action at all.

Try it out by doing something like this.  Not pictured here, but I also output this data as an external tag, but also to participant data.  There are no inbuilt reports or tools to use to check for EWT accuracy trends, so we put it there then extract it via PowerBI to plot actual vs. estimated.  Last year, before the improvements it was pretty far off for us a lot of the time.  Its sweet spot was sub 5-minute wait times with volume.  It is much better now, but I would do sanity check on it as it may not be very accurate during certain intervals.

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

There are some quirks on Call.EstimatedWaitTime which makes it bad to use.

If no agent is logged into the queue it doesn't get set and can actually cause the flow to fail is used in a Decision containing for example

Call.EstimatedWaitTime > MakeDuration(0,0,3,0)

GetQueueEstimatedWaitTime(Call.CurrentQueue, "call") works in these scenarios.

Most of the responses here are valid for inbound call flows, but if you are needing to make decisions within an inqueue call flow, then all you need to is to reference the built in Call.EstimatedWaitTime.  No need for a data action at all.

Try it out by doing something like this.  Not pictured here, but I also output this data as an external tag, but also to participant data.  There are no inbuilt reports or tools to use to check for EWT accuracy trends, so we put it there then extract it via PowerBI to plot actual vs. estimated.  Last year, before the improvements it was pretty far off for us a lot of the time.  Its sweet spot was sub 5-minute wait times with volume.  It is much better now, but I would do sanity check on it as it may not be very accurate during certain intervals.

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!

You can do a not set check in the first expression.  Use true or false depending on what default behavior you want when the EWT couldn't be found.

If(IsSet(Call.EstimatedWaitTime), Call.EstimatedWaitTime > MakeDuration(0,0,3,0), true)

There are some quirks on Call.EstimatedWaitTime which makes it bad to use.

If no agent is logged into the queue it doesn't get set and can actually cause the flow to fail is used in a Decision containing for example

Call.EstimatedWaitTime > MakeDuration(0,0,3,0)

GetQueueEstimatedWaitTime(Call.CurrentQueue, "call") works in these scenarios.

Most of the responses here are valid for inbound call flows, but if you are needing to make decisions within an inqueue call flow, then all you need to is to reference the built in Call.EstimatedWaitTime.  No need for a data action at all.

Try it out by doing something like this.  Not pictured here, but I also output this data as an external tag, but also to participant data.  There are no inbuilt reports or tools to use to check for EWT accuracy trends, so we put it there then extract it via PowerBI to plot actual vs. estimated.  Last year, before the improvements it was pretty far off for us a lot of the time.  Its sweet spot was sub 5-minute wait times with volume.  It is much better now, but I would do sanity check on it as it may not be very accurate during certain intervals.

Hi all,

Our agency wants our in-queue flow to take a certain action if the estimated wait time is over an hour.   I'm using the Get Estimated Wait Time data action but every time it gets to that point in the flow, it hits an error and disconnects.   Below is how I have the action set up.  Any ideas would be helpful!