We need to gather the Estimated Waiting time for all Call Center Queues, we have checked the available API's and can only get the estimated wait time per one queue at a time.
API : /api/v2/routing/queues/{queueId}/estimatedwaittime
However, we are looking for having an average waiting time in all Queues.
We have tried to calculate this by manually calling the API per each queue and calculating the average manually.
Example:
If we have 10 Queues ( Queue 1 >> wait time 2 minutes, Queue 2 >> Wait time 1 Minute, Queue 3 >> Wait time 30 seconds, and the rest of the Queues don't have waiting interactions.
Getting the Average Wait time = ( Queue1 Wait time + Queue 2 Wait Time + rest of Queue ) / 10
However, this formula is not accurate and always gets the Estimated wait time for all queues around a few seconds, which is incorrect.
So we need to identify a way to get the overall wait time for all Queues.
Are you just looking for advice on the math calculation?
If so, what you described sounds correct if what you're looking for is a non-weighted average. Your example above has 7 queues with no wait time. So (120 + 60 + 30 + 0 + 0 + 0 + 0 + 0 + 0 + 0)/10 >> 210/10 >> 21. The 7 empty queues bring the average wait time for that data set down to 21 seconds.
What I mean here, is if there is an API, which can calculate the Average wait time for all queues in the system, instead of doing it manually as you just mentioned.
I can not calculate manually the Average wait time for example 150 Queues.
tWait is documented as "The amount of time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue." You must interepret that in the context of the query that produced the metric to understand on what it's based.