Hi Vikki
As the EWT is relying on cached data of recently completed calls, testing the EWT actions can be tricky. A way to test it would be using the Estimated Wait Time API whilst viewing calls as they come into a live queue and then verifying how long they waited against the EWT value returned from the API.
If you have consistently tested this in a live queue and the EWT has been inaccurate, I would raise a case with Product Support to investigate what is causing the values to be out.
As for playing the ASA metric via a Play Audio action, I can't currently think of a way to implement this, although maybe others can. If you think this would be a useful feature, I would recommend raising an idea on the Genesys Cloud Product Ideas Lab.
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Samuel Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-16-2024 18:07
From: Vikki Papesh
Subject: Better EWT
Jason,
Agreed, it's a very comprehensive writeup. However, when tested against a fully staffed queue it doesn't provide the expected result. For example, 5 calls in queue 7 minutes, 6 minutes, 5 minutes, 4 minutes, 3 minutes, identical priority and skills. I add a call with identical priority and skill and it gives me an EWT for the interaction of 2 minutes. That's clearly not correct – I would expect the EWT to be in the range of 7-9 minutes all other factors being equal. The interval ASA of 8 minutes would be more accurate, but I don't see an endpoint for it.
SR. GENESYS CLOUD DEVELOPER II
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Original Message:
Sent: 7/16/2024 3:52:00 PM
From: Jason Kleitz
Subject: RE: Better EWT
Hello Vikki,
Our Development team has a great write up of what factors affect the EWT, but the formula can be broken down with the following equation:
EWT = PredictedAHT * PositionInQueue / NumberOfAgents
I'm not sure if my colleague @Samuel Jillard has any additional information but I figured I could @ them so see if they have any additional thoughts.
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Jason Kleitz
Genesys - Employees
Original Message:
Sent: 07-15-2024 19:08
From: Vikki Papesh
Subject: Better EWT
Greetings. Has anyone successfully created a reasonably accurate EWT figure using Architect actions? I've tested with both queue-based and interaction-based EWTs and they don't accurately reflect the customer's actual wait time from the time the call is queued.
I think that ASA for the interval may be a closer metric, but I am not sure where I can find it to use in an in-queue flow Play Audio action. I am definitely open to better suggestions as well.
#Routing(ACD/IVR)
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Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
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