Genesys Cloud CX

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  • 1.  Longest Wait Expression

    Posted 12-02-2022 10:57
    Hi Community,
    I'm trying to create logic in Architect to do a set of actions if the Longest Wait Time reaches a certain threshold.   The only expression I could find in the expression helper was estimated wait time.  Is there any way to configure Architect to look at Longest Wait time instead of EWT?
    #ArchitectureandDesign

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    Nichole Conway
    State of Missouri - Family Support Division
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  • 2.  RE: Longest Wait Expression

    Posted 12-04-2022 09:11
    Hi Nichole,

    You can use a Genesys Cloud data action with Analytics API to query the tWait metric grouped by queue ID and extract the max value from it knowing that the max value response is in milliseconds.

    Useful links:-
    https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/conversation-query
    https://developer.genesys.cloud/developer-tools/#/analytics-query-builder

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    Mostafa Awad
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  • 3.  RE: Longest Wait Expression

    Posted 22 days ago
    Thanks Mostafa.  Do you know how I would use tWait to just look at the current time and not for the whole day?  What I'm wanting is when a call comes in it looks at what is the longest wait as of that moment and then if it's at a certain threshold route accordingly.   The tWait looks like it's looking at the whole day.  We also have multiple queues so I would need it to look at whatever queue the call is coming into and not all of them across the board.  Hope that makes sense.  TIA!

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    Nichole Conway
    State of Missouri - Family Support Division
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  • 4.  RE: Longest Wait Expression

    Posted 21 days ago
    Hi Nichole,

    The current time from a metric perspective is the measured value from the start of the day up until now. I'm not sure of which period granularity you need to extract this metric but at least in such queries, you need to specify a period with a start and end time for such calculation.