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  • 1.  EWT and ASA for Messaging channel

    Posted 04-30-2023 10:17
    No replies, thread closed.

    Hello,
    Does someone know if it's possible to get the EWT and/or ASA for the "messaging" channel from the In-queue Messaging Flow?
    I found the Data Action for getting the EWT in the "Genesys Cloud Data Actions" package (Get-Estimated-Wait-Time-by-Conversation-ID and Get-Estimated-Wait-Time-With-Default), but they are not working with the "Messaging channel"  (only:  call, chat, callback, email, social media, or video communication).


    #ArchitectureandDesign
    #DigitalChannels
    #Implementation
    #Unsure/Other

    ------------------------------
    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
    ------------------------------


  • 2.  RE: EWT and ASA for Messaging channel

    Posted 04-30-2023 21:56
    No replies, thread closed.

    Hi Yvgeni,

    We do support Estimated Wait Time for Messaging channels. Just use "message" as media type.

    Here is confirmation from our Developer Center article:
    https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2#getting-estimated-wait-time-for-a-queue

    I can only imagine that at the time this data action was created we did not have messaging channels, only chat. That is why it does not mention it in the data action, but it is currently supported.



    ------------------------------
    Maxim Tsvetov
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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