Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  How can I calculate the median wait time for multiple queues in a single Genesys Cloud action?

    Posted 04-01-2025 01:05
    No replies, thread closed.

    Hi everyone,

    I'm currently working on a Genesys Cloud action and I'm able to calculate the average wait time for multiple queues, but I'm struggling to figure out how to calculate the median wait time across multiple queues in a single action.

    What I want to achieve:

    • Retrieve the estimated wait time for multiple queues.
    • Calculate the median wait time for each queue.
    • Calculate the combined median wait time for all queues.

    What I've done so far:

    I've successfully implemented the logic to calculate the average wait time for each queue and also do an average, but I'm having difficulty calculating the median for the queues. The median is tricky because I need to sort the wait times for each queue and then determine the middle value (or average of the two middle values in case of an even number).

    Is this possible to achieve?


    #Routing(ACD/IVR)

    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------


  • 2.  RE: How can I calculate the median wait time for multiple queues in a single Genesys Cloud action?

    Posted 04-01-2025 16:39
    No replies, thread closed.

    Hello Phaneendra,

    That's a great question. I did find some previous discission of this calculation, and there was even a Q&A Video on EWT that highly recommend that you watch.
    I have also moved your thread to our Reporting & Analytics Community in case you have any follow up questions.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: How can I calculate the median wait time for multiple queues in a single Genesys Cloud action?

    Posted 04-02-2025 07:03
    No replies, thread closed.

    Thank you, Jason. Yes, I have already watched the video before posting, but I was unable to calculate the median average. From what I understand, the Genesys Cloud Aggregates Query endpoint only returns aggregates (sum and count), which is sufficient for calculating the average but not the median. The only way I see to calculate the individual queues' estimates would be to gather the data and then calculate the median externally.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 4.  RE: How can I calculate the median wait time for multiple queues in a single Genesys Cloud action?

    Posted 04-02-2025 11:41
    No replies, thread closed.

    Hello Phaneendra,

    I'm glad to hear that you had watched the video. I spoke with a colleague of mine and they are not familiar with any way to easily accomplish this. I would recommend submitting this as a feature request in our Product Ideas Lab. 



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: How can I calculate the median wait time for multiple queues in a single Genesys Cloud action?
    Best Answer

    Posted 04-02-2025 18:47
    No replies, thread closed.

    Thank you Jason I see there is an idea for estimated wait time for multiple queues here https://genesyscloud.ideas.aha.io/ideas/INB-I-737, so I have just added a comment about median average as well



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


Related Content