Genesys Cloud - Main

In this video @Gaurav Srivastava talks about the how to retrieve Estimated Wait Time (EWT) by label.

Supervisors can now use the Estimated Wait Time (EWT) API to retrieve EWT for specific labels within a queue and media type: GET /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime. This update introduces an optional query parameter for labels to the existing API. This enhancement helps supervisors monitor wait times more accurately for different categories of interactions. For example, they can now retrieve the EWT for all emails labeled as Billing. By including labels in EWT calculations, businesses gain better insights into wait times for specific types of interactions, helping to optimize resource allocation.

Read more:

• Overview of utilization labels
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/march-31-2025/

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#TAMStudios #FeatureReview #EWT