Genesys Cloud CX

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  • 1.  FindQueueEstimatedWaitTime versus GetQueueEstimatedWaitTime

    Posted 12 days ago
    Hi,
    I would to ask what is the difference between FindQueueEstimatedWaitTime and GetQueueEstimatedWaitTime. Aside from the input parameter used ( FindQueueEstimatedWaitTime - String and  GetQueueEstimatedWaitTime - Queue ) ,  what would be their difference if I am planning to use one of them in an Inbound Call Flow?

    Thank you.
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Michael Joseph Carreon
    Dexcom, Inc.
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  • 2.  RE: FindQueueEstimatedWaitTime versus GetQueueEstimatedWaitTime

    Posted 8 days ago
    Documentation is a bit vague on this.

    The GetQueueEstimatedWaitTime returns the estimated wait time information for a queue, and the FindQueueEstimatedWaitTime searches for a queue in the organization and returns estimated wait time information for it

    As you can see it assumes the GetQueueEstimatedWaitTime is to be used in an In-queue Flow since it will know the queue.  The FindQueueEstimatedWaitTime lets you define a queue and get EWT before transferring to a queue.

    GetQueue looks like this:  GetQueueEstimatedWaitTime(FindQueue("Marketing"), "call")
    FindQueue looks like this: FindQueueEstimatedWaitTime("Marketing", "call")

    From my point of view, they do the exact thing.

    Of course I could be totally wrong on this.   There needs to be better definition of the expression values like these.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: FindQueueEstimatedWaitTime versus GetQueueEstimatedWaitTime

    Posted 8 days ago
    Additional information, seems like GetQueue does EWT on the current conversation and FindQueue does for the Queue.

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