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  • 1.  FindQueueEstimatedWaitTime versus GetQueueEstimatedWaitTime

    Posted 06-13-2022 13:34
    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 06-17-2022 22:12
    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 06-17-2022 22:13
    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
    ------------------------------



  • 4.  RE: FindQueueEstimatedWaitTime versus GetQueueEstimatedWaitTime

    Posted 06-26-2022 21:56
    Any clues on the difference then with

    Call.EstimatedWaitTime
    and
    GetQueueEstimatedWaitTime()

    Is it just that with GetQueueEstimatedWaitTime() we can do additional filters, eg media type? But both do EWT on the current conversation?

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    Anton Vroon
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  • 5.  RE: FindQueueEstimatedWaitTime versus GetQueueEstimatedWaitTime

    Posted 06-26-2022 22:30
    I believe so.  I could not really see any real difference beyond that.

    Robert Wakefield-Carl

    Sr. Dir. - Contact Center Innovation Architect

    Email: RobertWC@avtex.com

     

    Avtex

    Direct: 949-268-5104

    Office: 952-831-0888

    avtex.com

     

         

     








  • 6.  RE: FindQueueEstimatedWaitTime versus GetQueueEstimatedWaitTime
    Best Answer

    GENESYS
    Posted 06-27-2022 09:30
    Both functions look up EWT without any reference to the current conversation (if you want the current conversation's EWT, look at the Call.EstimatedWaitTime system variable in an inqueue flow).  Both function support the same extra parameters of media type(s).  GetQueueEstimatedWaitTime is not only for inqueue flows, remember you can create queue variables in other flows types.  If you've done so, GetQueueEstimatedWaitTime is more efficient than using FindQueueEstimatedWaitTime b/c we don't have to look up the queue for you.

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    Melissa Bailey
    Genesys - Employees
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