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  • 1.  Issue with IVR Queue Wait Time Calculation

    Posted 02-27-2025 03:25
    No replies, thread closed.


    Hi everyone,

    We have different queues set up at the same priority level. However, we are facing an issue with the estimated wait time and the next in queue calculation. The system is not calculating these metrics across all queues collectively; instead, it is doing so at the individual queue level. As a result, both the wait time and the next in queue are being inaccurately presented to customers through the IVR system.

    For example, if someone enters queue 1 and another person is waiting in queue 2, and a callback is offered, followed by another call entering queue 2, the system does not take into account the wait time for queue 1 and the callback in queue 2. Instead, it only provides the wait time for queue 2.

    I hope my explanation is clear. Can anyone help us resolve this issue?


    #Routing(ACD/IVR)

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    Phaneendra Avatapalli
    Client Support, Desktop Support
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  • 2.  RE: Issue with IVR Queue Wait Time Calculation
    Best Answer

    Posted 02-27-2025 08:16
    No replies, thread closed.

    Hi Phaneendra,

    Have you read the Overview of Improved Estimated Wait Time page on the developer center?  It might help you understand the calculation for your scenario.  If you still believe it is calculating incorrectly, then it will probably need a ticket with customer care with example interactionIDs to check the calculation.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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