Jaime_Perez | 2021-11-27 04:08:56 UTC | #1
Hello,
I am hoping someone can provide guidance on how to correct the following issue. I am using the GET EWT Data action to provide chat EWT before transferring into the queue. However, there is an issue with the way our Agents handle interactions. The data action is not returning any values because our Agents are staffed to handle email interactions first and get interrupted by chats. We know that the data action works when the Agents are staffed to handle chats only. I've included the data action we are using.
Example:
Get-Estimated-Wait-Time-20211126133159.static.json|attachment (2.2 KB)
Thank you.
Jerome.Saint-Marc | 2021-11-29 14:03:58 UTC | #2
Hello,
Just to make sure I understand your question. Is it about the fact that your Data Action is not returning a value? Or the fact that your response, sent from the Architect flow, which is to display the estimated wait time is an empty string (as it appears in your screenshot above)?
If it is about the response containing an empty string (for the estimated wait time), I think it is normal. When there is no waiting time (and agents on queue), the ewt returned by the Data Action is supposed to be 0. If I recall, you are taking that integer, and converting it to a Duration and to a display string - i.e. ToDisplayString(ToDuration(State.ewtAsInteger * 1000)). If the int value is 0, this will result in an empty string.
So I'd suggest to test the value resulting from the EWT Data Action. If ewt > 0, ToDisplayString(ToDuration(State.ewtAsInteger * 1000)) if ewt == 0, write a static string for this (like: you'll be connected with an agent shortly - or whatever you want/prefer). You should maybe also manage a 3rd case I noticed, running a test: no agents in queue/no chats in queue - my returned ewt was -1
Regards,
Jaime_Perez | 2021-11-29 17:14:37 UTC | #3
Hello @Jerome, the issue is with the blank value. It doesn't look correct when it returns a blank value. I like the recommendation about updating the flow with some routing decisions to change the text for the "0" and "-1" values. I'll let you know if I run into any issues. Thanks.
system | 2021-12-30 17:15:20 UTC | #4
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