Hi,
Thank you for your response.
I was following the Genesys blueprint for proactive callback, where they use the ToString() function to extract the seconds value from the Estimated Wait Time (EWT). This approach seemed a bit complex. Based on your suggestion, I found that using the ToInt() function is much simpler and more straightforward.
I have one more question regarding the blueprint. They use the following expression to calculate the adjusted EWT and store it in the variable Task.intSeconds:
ToInt(Task.intSeconds / Call.PositionInQueue * (Call.PositionInQueue + Task.waitingCallbacks))
Here:
Task.intSeconds holds the EWT in seconds, derived from Call.EstimatedWaitTime.
Task.waitingCallbacks represents the number of callbacks currently waiting in the callback queue, retrieved via a data action.
After this calculation, the blueprint uses a Play Audio block with the expression:
"Your estimated wait time is approximately " + MakeDuration(0, 0, 0, Task.intSeconds)
followed by a Collect Input block with the prompt:
"Press 1 if you would like us to hold your position in the queue and return your call when an agent is nearly available."
My question is:
Does this expression take into account the already waiting callbacks when calculating the EWT before offering the callback option?
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Paras Manchanda
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Original Message:
Sent: 10-10-2025 06:27
From: Christian Karpp
Subject: Estimate Wait time output
Hi,
the output of the EWT functions is a duration. Converting to string gives its ISO 8601 representation (https://en.wikipedia.org/wiki/ISO_8601#Durations).
You can simply use ToInt() to get the value in milliseconds.
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Christian Karpp
Principal PS Consultant
Original Message:
Sent: 10-09-2025 10:32
From: Paras Manchanda
Subject: Estimate Wait time output
Hi there,
We want to offer callback to customers by playing the estimated wait time before triggering the in-queue flow. We are aware of the Get Estimated Wait Time data action, which returns the value in seconds.
We have explored using the GetQueueEstimatedWaitTime and FindQueueEstimatedWaitTime functions, and we believe both return the same EWT. However, we're unsure about the output format of these functions. When we capture the output as a string using the ToString function, we get a value like -PT1S. We understand the negative value is due to the test queue having no waiting calls, so that's not a concern. What we're curious about is the meaning of the character "P" at the beginning-what does it stand for?
Additionally, we found a Genesys blueprint for proactive callback where the Call.EstimatedWaitTime function is used, and its string output appears in the format "T0H1M20S".
So our main question is:
Do the string outputs of GetQueueEstimatedWaitTime / FindQueueEstimatedWaitTime follow the same format as Call.EstimatedWaitTime when there are actual calls waiting in the queue? If not, what are the differences in their output formats?
#ArchitectandDesign
#Routing(ACD/IVR)
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Paras Manchanda
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