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I am trying to ascertain if it is possible to use Padded estimated wait time in a messaging in-queue flow. We are using Padded EWT in our in-queue call flows, and also have an expression written for standard EWT in the message in-queue flows GetQueueEstimatedWaitTime(FindQueue("XXX_Queue_Name")). My question is, is it possible to write an expression for Padded EWT? My initial research suggests this may not be possible, but any pointers are greatly appreciated. Thanks!

Hi Dave,

My understanding is that there isn't a separate Architect expression that returns the padded EWT used by the Play Estimated Wait Time action.

In our in-queue message flow, we currently display the standard EWT using:

Append(
  "Your estimated wait time is ",
Substring(ToString(Message.EstimatedWaitTime), 2, 30)
)

One idea may be to create the padded range manually using Message.EstimatedWaitTime. For example, with a one-minute padding:

Task.LowerEWT =
If(
  Message.EstimatedWaitTime > MakeDuration(0, 0, 1, 0),
  Message.EstimatedWaitTime - MakeDuration(0, 0, 1, 0),
  MakeDuration(0, 0, 0, 0)
)

Task.UpperEWT =
Message.EstimatedWaitTime + MakeDuration(0, 0, 1, 0)

Then build the message using:

Append(
  "Your estimated wait time is approximately ",
  Substring(ToString(Task.LowerEWT), 2, 30),
  " to ",
  Substring(ToString(Task.UpperEWT), 2, 30)
)

I haven't tested these expressions, but this may be worth trying in Architect to see whether it provides a similar padded EWT range for messaging.

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Thank you Phaneendra, we will be giving this a go later in the week.

Hi Dave, 

I ended up using the following expression, which announces "less than a minute" for seconds-only durations, "approximately 1 minute" for PT1M, and a padded ±1 minute range for anything greater than 1 minute:

If(
    FindString(ToString(Message.EstimatedWaitTime), "M") == -1,
    "Your estimated wait time is less than a minute",
    If(
        FindString(ToString(Message.EstimatedWaitTime), "PT1M") > -1,
        "Your estimated wait time is approximately 1 minute",
        Append(
            "Your estimated wait time is between ",
            ToString(
                ToInt(
                    subString(
                        ToString(Message.EstimatedWaitTime),
                        2,
                        FindString(ToString(Message.EstimatedWaitTime), "M") - 2
                    )
                ) - 1
            ),
            " and ",
            ToString(
                ToInt(
                    subString(
                        ToString(Message.EstimatedWaitTime),
                        2,
                        FindString(ToString(Message.EstimatedWaitTime), "M") - 2
                    )
                ) + 1
            ),
            " minutes"
        )
    )
)

Based on how Message.EstimatedWaitTime is returned (e.g. PT23S, PT1M, PT5M), we'd expect the following:

I did some testing with a chat queue by keeping an interaction active for around 12 minutes and then starting a fresh chat. Interestingly, the announcement still remained "less than a minute."

My theory is that chat utilization may be influencing the predicted EWT, so it might be worth testing after fully consuming the agent's concurrent chat capacity and creating a genuine queue backlog. I'd be interested to hear what results you get.