Summary
An update is being implemented for the Estimated Wait Time (EWT) API to enhance accuracy and transparency in its responses. This update, part of the EWT re-architecture, will enable the API to return the actual formula utilized in the EWT calculation, rather than consistently displaying 'BEST'. This modification aims to provide users with more precise and transparent information regarding the methodology behind wait time calculations.
The supported formula values will include:
- AI-ADJUSTED-AHT
- POSITION-IN-QUEUE
- SIMPLE
Customers utilizing the existing architecture will continue to observe 'BEST' as the returned formula from the API.
Effective Date
Monday, October 27, 2025
Details
Currently, the API always returns 'BEST' as the formula regardless of the actual calculation method used. This inconsistency may create challenges for customers who rely on accurate EWT data for their external platforms.
As EWT calculation grows more popular among customers, we're working to improve its scalability and accuracy to support the growing number of organizations.
Customer Impact
This modification will be implemented via the APIs. Users currently utilizing the EWT API may observe a change in the returned formula field. It is important to note that this update does not alter the EWT calculation itself or the underlying algorithm.
Impacted Resources
GET /api/v2/routing/queues/{queueId}/estimatedwaittime
GET /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime
Issue References
[DOR-5681]
Contacts
@Pragya Singh Please reply to this announcement with any questions. This helps the wider developer community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly. Thank you for your understanding.