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  • 1.  How to find the Average Speed of Answer to be used in the Inbound Call flow.

    Posted 04-12-2023 12:00
    No replies, thread closed.

    Hi all,

    Just one for a rainy UK afternoon.

    I have been asked if we can develop an inQ flow that tells the caller their position in Q and the ASA for that particular Q. After spending several hours examining the API's I can't seem to find an answer where to pull the ASA from. Anyone that can help me pointing me in the right direction?


    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Ruud Reinold
    BNP Paribas Personal Finance UK
    ------------------------------


  • 2.  RE: How to find the Average Speed of Answer to be used in the Inbound Call flow.

    Posted 04-12-2023 12:46
    No replies, thread closed.

    Basically, that's the EWT, so play that. (Built in operations to do it.)



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 3.  RE: How to find the Average Speed of Answer to be used in the Inbound Call flow.

    Posted 04-13-2023 12:11
    No replies, thread closed.

    Hi Paul

    I've done some testing and while my Q activity dashboard states a ASA of 1.49 for the interval and 1.39 for the day. The EWT is announced as -1 second?
    That only happens when I use a data action to query the EWT with a data action, because the tool step doesn't play the EWT at all, because it's -1 which basically means error.

    Therefore I can conclude that the EWT isn't the ASA and therefore not something I can use.



    ------------------------------
    Ruud Reinold
    BNP Paribas Personal Finance UK
    ------------------------------

    Original Message


  • 4.  RE: How to find the Average Speed of Answer to be used in the Inbound Call flow.

    Posted 04-13-2023 15:15
    No replies, thread closed.

    One thing we ran into though (something to watch out for) is if you use the API to get the EWT, the response is in seconds. The (default) conversion to a duration for playback expects milliseconds, so unless you have wait times in the days, it always says zero, or close to it...



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 5.  RE: How to find the Average Speed of Answer to be used in the Inbound Call flow.

    Posted 04-14-2023 04:32
    No replies, thread closed.

    ASA is calculated so you would need to pull the timeframe you want to base this on and calculate the total wait time / number of calls

    https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2

    EWT inference will be -1 if ANY of the following situations are true:

    1. When there are no adjustedAHT records from the caching mechanism for the target queue-media AND unobtainable AHT from analytics (e.g. due to systemic issue such as AWS outage) AND empty queue waiting list.
    2. When there are no agents activated in the queue (agent count is 0 or nil).



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 6.  RE: How to find the Average Speed of Answer to be used in the Inbound Call flow.

    Posted 04-13-2023 08:47
    No replies, thread closed.

    Hi Rudy,
    I was looking for something similar recently and could only find EWT.  I was also looking to play Longest Waiting but was told that doesn't exist either.  Sorry!



    ------------------------------
    Nichole Conway
    State of Missouri - Family Support Division
    ------------------------------



  • 7.  RE: How to find the Average Speed of Answer to be used in the Inbound Call flow.

    Posted 04-14-2023 04:39
    No replies, thread closed.

    Hi Nichole,

    You could for example use the API /api/v2/analytics/queues/observations/query to get queuing calls, and from there you can find the longest waiting interaction



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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