Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Estimated Wait Time - Play EWT only based on a condition

    Posted 05-25-2021 07:31
    No replies, thread closed.
    We want to play the Estimated Wait Time only if the EWT is < 5 minutes. In the flow, I have added a decision box with the following rule:
    Call.EstimatedWaitTime >= toduration("PT5M")
    However this doesn't work and the EWT is played anyway. Any idea what is wrong in the expression and how to correct it?

    Thanks for the help
    #ArchitectureandDesign

    ------------------------------
    Vanessa Ting-Margot
    Zurich Insurance Group
    ------------------------------


  • 2.  RE: Estimated Wait Time - Play EWT only based on a condition

    Posted 05-26-2021 03:52
    No replies, thread closed.
    Hi Vanessa

    In your example you stated you want to play estimated wait only if below "<" 5 minutes yet your equation is set for above or equal to ">="

    In which case your logic would be play estimated wait on the No leg or reverse your equation to <=.



    ------------------------------
    Richard Chandler
    Conn3ct
    ------------------------------



  • 3.  RE: Estimated Wait Time - Play EWT only based on a condition

    Posted 06-03-2021 12:28
    Edited by Vanessa Ting 06-03-2021 12:28
    No replies, thread closed.
    Hi Richard, 

    Sorry for my late reply, it has been quite busy lately and obviously with that I missed this big mistake in my equation! 
    Thank you for pointing this out :) I have corrected it and quickly tried and it seems to work fine. I will do a few more test but I think this was simply it. 

    Thanks again for your help

    ------------------------------
    Vanessa Ting-Margot
    Zurich Insurance Group
    ------------------------------

    Original Message


  • 4.  RE: Estimated Wait Time - Play EWT only based on a condition

    Posted 06-03-2021 17:13
    No replies, thread closed.
    Another thing to remember is that EWT is in milliseconds, so this should work for 5 minutes: Call.EstimatedWaitTime >=300000

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Estimated Wait Time - Play EWT only based on a condition

    Posted 07-28-2022 10:42
    No replies, thread closed.
    Thanks for asking this question, it was helpful to me. I just wanted to provide some insight that the suggestion that Robert added, didn't work for me. For this to work, I used the function toduration() that Vanessa had indicated in their original post.

    ------------------------------
    Evan Zafir
    Limitless Ventures LLC
    ------------------------------

    Original Message


Related Content