rmoreira | 2020-09-23 07:25:31 UTC | #1
Hello,
We are detecting some trouble into the EWT calculation when we have more than 1 interaction at the same time.
We are working with chats interaction and configure into Architect an API action to calculate the ewt from a specific queue. This org were configure with the utilization of 3 chat simultaneous for an Agent, but the result of this API call is not consistent.
How this article explain about PiQ (https://developer.mypurecloud.com/api/rest/v2/routing/estimatedwaittime.html), ewt should return '0' if some agent has capacity to get more chat interaction, but instead we are getting a value that means all Agents can not pick up any chat interaction more.
Regards
tim.smith | 2020-10-05 16:23:20 UTC | #2
For issues with the API returning incorrect data, please open a case with Genesys Cloud Care to investigate further. Customer-specific data cannot be investigated via the forum.
system | 2020-11-05 16:23:21 UTC | #3
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This post was migrated from the old Developer Forum.
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