Genesys Cloud - Main

Hi, 

We were using Estimated Wait Time in our In Queue Call Flow in a Hold Loop so that it plays every few minutes to the callers. We also have callers with different priorities so that a caller could be in queue, hear that their EWT is 5 min, other callers may join the queue with a higher priority causing the first caller's EWT to increase, but that caller still only hears 5 min until their EWT goes below 5 min. We want a way for the flow to read a higher wait time if the EWT has indeed increased due to these others callers with higher priority entering the queue. Genesys Care says that EWT is functioning as designed, which I understand why, but was wondering if anyone knows a way to work around that.
#ArchitectureandDesign

------------------------------
Thanks,

Rachel Fontanez
JACK HENRY & ASSOCIATES, INC.
------------------------------

Yes that is the way it's supposed to work. Imagine yourself at Disneyland and you have a wait time of 45 minutes but the attendant comes up and lets 10 people in front of you and your wait time goes to 60 minutes That is what is happening in Genesis Cloud.  Whenever you artificially inflate or change the queuing the built-in mechanisms will not work as specified. I have found it is never a good idea to repeat the wait time or place in line after the first time let people assume that something else has happened like the agents are talking too long and therefore I have to wait longer than the original wait time but never try to adjust the time or to tell the time after the initial utterance.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 07-12-2022 19:14
From: Rachel Fontanez
Subject: Estimated Wait Time

Hi,

We were using Estimated Wait Time in our In Queue Call Flow in a Hold Loop so that it plays every few minutes to the callers. We also have callers with different priorities so that a caller could be in queue, hear that their EWT is 5 min, other callers may join the queue with a higher priority causing the first caller's EWT to increase, but that caller still only hears 5 min until their EWT goes below 5 min. We want a way for the flow to read a higher wait time if the EWT has indeed increased due to these others callers with higher priority entering the queue. Genesys Care says that EWT is functioning as designed, which I understand why, but was wondering if anyone knows a way to work around that.
#ArchitectureandDesign

------------------------------
Thanks,

Rachel Fontanez
JACK HENRY & ASSOCIATES, INC.
------------------------------

I'm with @Robert Wakefield-Carl on this one!

Worse than repeating the EWT, though (which folks can tolerate going up a little, or at least not falling as quickly as it should) is repeating the place in queue.

"There are currently 5 calls ahead of you", "There are currently 3 calls ahead of you", "There are currently 9 calls ahead of you.".... WTF? 😲

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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 07-12-2022 19:23
From: Robert Wakefield-Carl
Subject: Estimated Wait Time

Yes that is the way it's supposed to work. Imagine yourself at Disneyland and you have a wait time of 45 minutes but the attendant comes up and lets 10 people in front of you and your wait time goes to 60 minutes That is what is happening in Genesis Cloud.  Whenever you artificially inflate or change the queuing the built-in mechanisms will not work as specified. I have found it is never a good idea to repeat the wait time or place in line after the first time let people assume that something else has happened like the agents are talking too long and therefore I have to wait longer than the original wait time but never try to adjust the time or to tell the time after the initial utterance.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 07-12-2022 19:14
From: Rachel Fontanez
Subject: Estimated Wait Time

Hi,

We were using Estimated Wait Time in our In Queue Call Flow in a Hold Loop so that it plays every few minutes to the callers. We also have callers with different priorities so that a caller could be in queue, hear that their EWT is 5 min, other callers may join the queue with a higher priority causing the first caller's EWT to increase, but that caller still only hears 5 min until their EWT goes below 5 min. We want a way for the flow to read a higher wait time if the EWT has indeed increased due to these others callers with higher priority entering the queue. Genesys Care says that EWT is functioning as designed, which I understand why, but was wondering if anyone knows a way to work around that.
#ArchitectureandDesign

------------------------------
Thanks,

Rachel Fontanez
JACK HENRY & ASSOCIATES, INC.
------------------------------

Use a data action to look it up.  It's the /api/v2/routing/queues/{queueId}/estimatedwaittime endpoint, make sure you use the one with the conversation id query parameter.
Also note that data actions are subject to limits: https://developer.genesys.cloud/organization/organization/limits#data-actions

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 07-12-2022 19:14
From: Rachel Fontanez
Subject: Estimated Wait Time

Hi,

We were using Estimated Wait Time in our In Queue Call Flow in a Hold Loop so that it plays every few minutes to the callers. We also have callers with different priorities so that a caller could be in queue, hear that their EWT is 5 min, other callers may join the queue with a higher priority causing the first caller's EWT to increase, but that caller still only hears 5 min until their EWT goes below 5 min. We want a way for the flow to read a higher wait time if the EWT has indeed increased due to these others callers with higher priority entering the queue. Genesys Care says that EWT is functioning as designed, which I understand why, but was wondering if anyone knows a way to work around that.
#ArchitectureandDesign

------------------------------
Thanks,

Rachel Fontanez
JACK HENRY & ASSOCIATES, INC.
------------------------------

Good day Melissa

Sorry for picking up an old thread..   Can you confirm that if we use the API call to get the EWT will it update when an increase in EWT occurs?

Kind Regards
Rajneesh Chandran
NTT

------------------------------
Rajneesh Chandran
NTT Australia Pty Ltd.
------------------------------

Original Message:
Sent: 07-12-2022 19:28
From: Melissa Bailey
Subject: Estimated Wait Time

Use a data action to look it up.  It's the /api/v2/routing/queues/{queueId}/estimatedwaittime endpoint, make sure you use the one with the conversation id query parameter.
Also note that data actions are subject to limits: https://developer.genesys.cloud/organization/organization/limits#data-actions

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-12-2022 19:14
From: Rachel Fontanez
Subject: Estimated Wait Time

Hi,

We were using Estimated Wait Time in our In Queue Call Flow in a Hold Loop so that it plays every few minutes to the callers. We also have callers with different priorities so that a caller could be in queue, hear that their EWT is 5 min, other callers may join the queue with a higher priority causing the first caller's EWT to increase, but that caller still only hears 5 min until their EWT goes below 5 min. We want a way for the flow to read a higher wait time if the EWT has indeed increased due to these others callers with higher priority entering the queue. Genesys Care says that EWT is functioning as designed, which I understand why, but was wondering if anyone knows a way to work around that.
#ArchitectureandDesign

------------------------------
Thanks,

Rachel Fontanez
JACK HENRY & ASSOCIATES, INC.
------------------------------

Yes

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 07-19-2023 10:47
From: Rajneesh Chandran
Subject: Estimated Wait Time

Good day Melissa

Sorry for picking up an old thread..   Can you confirm that if we use the API call to get the EWT will it update when an increase in EWT occurs?

Kind Regards
Rajneesh Chandran
NTT

------------------------------
Rajneesh Chandran
NTT Australia Pty Ltd.

Original Message:
Sent: 07-12-2022 19:28
From: Melissa Bailey
Subject: Estimated Wait Time

Use a data action to look it up.  It's the /api/v2/routing/queues/{queueId}/estimatedwaittime endpoint, make sure you use the one with the conversation id query parameter.
Also note that data actions are subject to limits: https://developer.genesys.cloud/organization/organization/limits#data-actions

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 07-12-2022 19:14
From: Rachel Fontanez
Subject: Estimated Wait Time

Hi,

We were using Estimated Wait Time in our In Queue Call Flow in a Hold Loop so that it plays every few minutes to the callers. We also have callers with different priorities so that a caller could be in queue, hear that their EWT is 5 min, other callers may join the queue with a higher priority causing the first caller's EWT to increase, but that caller still only hears 5 min until their EWT goes below 5 min. We want a way for the flow to read a higher wait time if the EWT has indeed increased due to these others callers with higher priority entering the queue. Genesys Care says that EWT is functioning as designed, which I understand why, but was wondering if anyone knows a way to work around that.
#ArchitectureandDesign

------------------------------
Thanks,

Rachel Fontanez
JACK HENRY & ASSOCIATES, INC.
------------------------------