Genesys Cloud - Main

Hello everyone,

I'm tying to make a decision based on EWT value, e.g.:

• Value is more than 2 minutes >    Create a callback.
• Value is less than 2 minutes   >    Play EWT + hold music.

Currently i'm using this expression, but isn't working.

IsNotSetOrEmpty(Call.EstimatedWaitTime) or Call.EstimatedWaitTime > MakeDuration(0, 0, 2, 0)​

#ArchitectureandDesign
#Routing(ACD/IVR)

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Kindly regards,
Harisson Tonieto
Brasil Foods
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Instead of MakeDuration() I use ToDuration()

For example, ToDuration("PT120S") for 2 minutes. See the help in Architect for the ToDuration() expression

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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
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Thanks for the tip George.

That solved the problem.

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Harisson Tonieto
Brasil Foods
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Original Message:
Sent: 11-16-2020 14:02
From: George Ganahl
Subject: Make a decision based on Estimated Wait Time

Instead of MakeDuration() I use ToDuration()

For example, ToDuration("PT120S") for 2 minutes. See the help in Architect for the ToDuration() expression

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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
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