Genesys Cloud - Main

We recently implemented Estimated Wait Time into our In-Queue Call Flow. From what I read here, it's as simple as adding the Play Estimated Wait Time action, and it will gather historical information from the queue automatically.

My question is, do I need to also call the Get Estimated Wait Time Data Action in order to get an accurate wait time, or is using the Play Estimated Wait Time action sufficient? Does the In-Queue Flow automatically pull in wait time data from the queues without the data action?

There isn't any information in the documentation on if you need both of these items for this feature to function properly, so I was hoping someone in the community might know. Additionally, it's hard to test after a fresh implementation without the historical data needed for the calculation. 

"Get Estimated Wait Time" data action (do I need this?)

"Play Estimated Wait Time" (or is it ok to just have this?)

We recently implemented Estimated Wait Time into our In-Queue Call Flow. From what I read here, it's as simple as adding the Play Estimated Wait Time action, and it will gather historical information from the queue automatically.

My question is, do I need to also call the Get Estimated Wait Time Data Action in order to get an accurate wait time, or is using the Play Estimated Wait Time action sufficient? Does the In-Queue Flow automatically pull in wait time data from the queues without the data action?

There isn't any information in the documentation on if you need both of these items for this feature to function properly, so I was hoping someone in the community might know. Additionally, it's hard to test after a fresh implementation without the historical data needed for the calculation. 

"Get Estimated Wait Time" data action (do I need this?)

"Play Estimated Wait Time" (or is it ok to just have this?)

The Play Estimated Wait Time action will periodically fetch an updated EWT value.  If all you want to do is tell the customer the value, that's all you need.  
https://help.mypurecloud.com/articles/add-an-estimated-wait-time-action-to-a-task/ notes that you don't always get the accurate value b/c it never reports an increase.  If you want the real value, use the GetQueueEstimatedWaitTime function.

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Melissa Bailey
Genesys - Employees

Original Message:
Sent: 01-31-2024 10:36
From: Brooke Lace
Subject: Estimated Wait Time: Data Action vs Play Action

We recently implemented Estimated Wait Time into our In-Queue Call Flow. From what I read here, it's as simple as adding the Play Estimated Wait Time action, and it will gather historical information from the queue automatically.

My question is, do I need to also call the Get Estimated Wait Time Data Action in order to get an accurate wait time, or is using the Play Estimated Wait Time action sufficient? Does the In-Queue Flow automatically pull in wait time data from the queues without the data action?

There isn't any information in the documentation on if you need both of these items for this feature to function properly, so I was hoping someone in the community might know. Additionally, it's hard to test after a fresh implementation without the historical data needed for the calculation. 

"Get Estimated Wait Time" data action (do I need this?)

"Play Estimated Wait Time" (or is it ok to just have this?)

#ArchitectureandDesign

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Brooke
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