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estimatedWaitTiime not in json reponse

  • 1.  estimatedWaitTiime not in json reponse

    Posted 06-05-2025 18:14

    esdee | 2018-11-14 07:28:13 UTC | #1

    Hello, When trying

    /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime, we normally get a correct response. But since a few days, the estimatedWaitTimeSeconds (and intent) is missing from the response.

    {
   "results": [
      {
         "formula": "BEST"; 
      }
   ]
}

    Jason_Mathison | 2018-11-14 14:30:13 UTC | #2

    Hi esdee,

    I used that API a while ago, and what I found was that the API wouldn't return an estimated wait time if there hadn't at least been one or two interactions answered on the queue recently. Is the queue you are testing against active? If it is, then you probably need to open up a ticket with Customer Care to investigate.

    --Jason

    esdee | 2018-11-14 15:39:00 UTC | #3

    Hello, I did my testing after business hours, so that could well be the reason (no calls on the queue for several hours). At this moment (when calls are put in the queue), the estimatedWaitTimeSeconds is included again in the response. I will implement a periodic GET in order to check if the presence/absence of interactions correlate with the webservice results.

    Thanks a lot

    Steven

    WeiXunTer | 2018-11-14 18:33:16 UTC | #4

    Hi esdee,

    May I know what kind of media type you are using for this particular estimated wait time request?

    Usually when we couldn't calculate an estimate (this has to do with no having enough data, i.e. no agent, no customer waiting in queue, etc). It would return something similar where only the formula is shown and the estimatedWaitTimeSeconds omitted since it's null.

    The only weird thing here is that the intent should show, since it shouldn't be null for this particular endpoint that asked for a media type. I suspect the media type is not one that we currently support: ALL, CALL, CALLBACK, CHAT, EMAIL, SOCIALEXPRESSION, VIDEOCOMM, MESSAGE.

    esdee | 2018-11-15 10:13:58 UTC | #5

    Hello, We use "call" as a media type. The Data Action configuration never changes, so this value is always used.

    Example: https://api.mypurecloud.ie/api/v2/routing/queues/7f5aa7e4-3d2c-48cb-b64c-7c2f98909452/mediatypes/call/estimatedwaittime"

    I can confirm that it is working when interactions go through the queue. If there are no interactions for an hour or so, then the response doesn't contain estimatedWaitTime.

    Another issue, probably out of scope for this post: the estimatedWaitTimeSeconds values we get back are sometimes too high. For example: The estimated wait time anouncment says "estimated wait time is 30 minutes", but 10 seconds after that, the call is picked up by an agent. This happens several times per hour.

    Regards

    system | 2018-12-16 10:14:01 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 3978



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