Genesys Cloud - Main

Hello world, 

Trying to figure out Estimated weight time object within Architect.

What are some of the reasons, it would not play/speak the time and just goes blank?

I have an open queue with some historical info, but EWT piece would not play and would just skip.

Maybe there is an alternative way to do it.



#SystemAdministration

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Azamat Rustamov
Cerium Networks
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Hello,

If you are In-queue, there's an OOTB action called "Play Estimated Wait Time" you can select under the Audio actions.

For Inbound calls, I don't think Call.EstimatedWaitTime exists, https://help.mypurecloud.com/articles/architect-default-variables/

Will

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Will Bellerby
Pyrios NZ Ltd
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If this is in a In Queue flow - Call.EstimatedWaitTime may not always be populated with a value (it may be NOTSET or blank) and will potentially error at this step if it's not handled.

If you're wanting to do custom EWT and not use the out of the box 'Play Estimated Wait Time', you may need to add a condition/expression to handle this e.g. add a Decision step to check IsNotSetOrEmpty(Call.EstimatedWaitTime)

Possible reasons for it not to have a value can be:

- there is no wait time as agents are on queue and activated
- there is no prior data in the last 30 minute interval to calculate a valid time from

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Jeff
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I agree with @Jeff Hoogkamer that a notset or blank value could cause that behavior. If I recall correctly, one scenario that can cause the value to be null or empty is if there are no agents signed into the queue in question.​

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Waqar M
Herbalife International of America, Inc.
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Original Message:
Sent: 06-30-2021 03:58
From: Jeffrey Hoogkamer
Subject: EWT Genesys Cloud

If this is in a In Queue flow - Call.EstimatedWaitTime may not always be populated with a value (it may be NOTSET or blank) and will potentially error at this step if it's not handled.

If you're wanting to do custom EWT and not use the out of the box 'Play Estimated Wait Time', you may need to add a condition/expression to handle this e.g. add a Decision step to check IsNotSetOrEmpty(Call.EstimatedWaitTime)

Possible reasons for it not to have a value can be:

- there is no wait time as agents are on queue and activated
- there is no prior data in the last 30 minute interval to calculate a valid time from

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Jeff
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Bit more info on EWT here: https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2

Special Cases And Fallback Strategy

There are several special cases for EWT predictions that do not follow the above process. These special cases are employed to either provide a more performant calculations in simple cases, or when the above process cannot be followed, i.e. a predictor for handle time is still required:

1. When we consider available agents for the EWT calculation, we look for agents who are not fully utilized for the given media type. For example, if all agents can handle 2 chats concurrently, then any agent that is currently handling less than 2 chats would be considered available and the resulting EWT inference would be 0.
2. Cold start case: When the caching mechanism contains no record for the given queue and media type combination, e.g. the first time EWT is activated, a historical AHT value queried from analytics service will be used in lieu of the AdjustedAHT value, and a simplified queuing-based formula is used.
3. EWT inference will be -1 if ANY of the following situations are true:
1. When there are no adjustedAHT records from the caching mechanism for the target queue-media AND unobtainable AHT from analytics (e.g. due to systemic issue such as AWS outage) AND empty queue waiting list.
2. When there are no agents activated in the queue (agent count is 0 or nil).

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Cameron Smith
VP, Product Management - Workforce Engagement Management
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