Actual waiting time

Genesys Cloud Applications Architect
1

Hello,

Is it possible to extract the actual waiting time? Or is it only possible to get the estimated waiting time?

2

The actual wait time won't exist until after the call is answered by an agent. While waiting in-queue, we can only tell you the estimated wait time, a prediction (guess) of how long it's going to take.

3

And is it possible to extrapolate the AWT (Actual waiting time) indicated in the documentation?
https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2

AdjustedAHT = (AWT * NumberOfAgents) / PositionInQueue

4

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.