I am using the Estimated Wait Time data action for webchat widget 2.0 and am just wondering if it is working correctly. It does not seem to take agent utilization into account.
In our org, we have utilization set up so that an agent can take up to 3 webchats.
So in the scenario where there is only one agent in the queue, I launch a webchat and the EWT is 0 seconds which is to be expected.
While the agent has that interaction still open I launch a second chat, and the EWT comes back as 123 seconds, but the interaction goes into the agent straight away as expected. I would have thought the first 3 chats should all return an EWT of 0 and only from the 4th chat onwards would we see an actual EWT.
Is my understanding correct or am I missing something?
If anyone is currently using the EWT data action for chat I would love to hear how its working for you in the scenario detailed above.
Thanks for that Tim but my query is around the Active Agents portion of the formula.
In my example I mentioned that the second webchat was returning a value of 123 seconds which leads me to think that Genesys has determined that the agent is unavailable when in actual fact they are available to take 2 more interactions. I would expect the EWT to return 0 in this case but instead I am seeing 123 seconds.
As per the link you provided -
Special cases:
EWT returns zero when the queue is empty and there are activated agents who are idle and available.
In my scenario the agent is available but the the application doesn't seem to agree.
Apologies if I am missing something obvious here but I have a client looking for this functionality in their webchat and I cant provide it to them until I find out what is happening here.
The docs say it should be taking agent utilization into account, though it sounds like it isn't. If you'd like to investigate further, please open a case with PureCloud Care; customer-specific data cannot be investigated via the forum.