PaulSimpson | 2022-07-08 00:45:41 UTC | #1
Hi, I need to be able to obtain the length of time an interaction has been waiting in an ACD queue (this is from within the in-queue flow). Is there an API call I can place to get this information, or do I need to record a timestamp as the interaction enters and then calculate the time it has been waiting manually? TIA
anon14299330 | 2022-07-12 13:30:21 UTC | #2
Hi,
I'm not sure if there is an API that calculates how long an interaction has been waiting in a queue but you can get the estimated wait time for an interaction with this API GET /api/v2/routing/queues/{queueId}/estimatedwaittime. Estimated wait time (EWT) predicts the amount of time an interaction has to wait in a queue before being answered. I hope thats helps.
Thanks,
Mike
Anton_Vroon | 2022-07-13 17:15:17 UTC | #3
You don't need an API for that, you have some inbuilt variables that can do the same job Flow.StartDateTimeUtc - Gives you the the DateTime when the call entered the In Q flow GetCurrentDateTimeUtc() - Gives you the current DateTime DateTimeDiff() - Returns a duration, input is two DateTimes
Otherwise if you want to go down the API path, certainly the should be possible from the Conversation Detail API to get the current wait time for the call.
system | 2022-08-12 21:11:45 UTC | #4
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