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  • 1.  Estimated Wait Time Variable Calculation

    Posted 02-23-2017 16:50
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    How is the Call.EstimatedWaitTime variable calculated?  I was unable to find the formula in the Resource Center.



  • 2.  RE: Estimated Wait Time Variable Calculation

    Posted 03-01-2017 21:11
    No replies, thread closed.

    Zach, you could find more information about EstimatedWaitTime in the API resource in Developer Center.

     

    https://developer.mypurecloud.com/api/rest/v2/routing/estimatedwaittime.html

     

    As for the actual mathematical formulation, we use a combination of queuing theories, taking into account abandonment behavior using proprietary formulation.



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