API estimated wait time

1

Good afternoon,

I have a problem with the API, get an estimated wait time, we are using a new version. In the mediaType parameter, we are using "call". However, when we receive an email in this queue, an API is returning a very high time, as if it were bringing me the time for both types of interaction together.

Before it was working normally, was there any updates?

What would be the correct way to filter only voice interactions?

2

The details of how EWT is calculated are here: https://developer.mypurecloud.com/api/rest/v2/routing/estimatedwaittime.html

If you believe you are getting incorrect values for EWT, please open a case with PureCloud Care to investigate as customer-specific data cannot be investigated via the forum.

3

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