Nebojsa_Radovanovic | 2020-11-17 09:53:44 UTC | #1
Hi, We were looking into EWT calculations, and based on the overview on: https://developer.mypurecloud.com/api/rest/v2/routing/estimatedwaittime.html#:~:text=Estimated%20wait%20time%20(EWT)%20is,(AA)%20on%20the%20queue. There are 3 formulas for EWT calculation here. However, when checking the routing API: /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime/ the documentation for this API states that there are 4 possible values for "Formula" regarding EWT: "BEST, SIMPLE, ABANDON, PATIENCE_ABANDON"
Does anyone have an idea which formula is which, in regards to the EWT Overview formulas?
system | 2020-12-18 10:08:37 UTC | #2
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