Genesys Cloud - Main

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?

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.

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?

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.

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.

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?

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. 

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.

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.

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?