Estimated Wait Time in Call Flows

[Andy_Getz]

I'm having trouble correctly using EWT in a decision block in a call flow. I want to perform actions if EWT > x threshold but am running into problems when EWT is null.

Has anyone had success or know a best practice/formula for evaluating EWT in a decision block that first checks for a null value?

[MelissaBailey]

Use the IsSet function to check to see if the estimated wait time is null.

IsSet(Call.EstimatedWaitTime) and Call.EstimatedWaitTime > MakeDuration(0, 0, 5, 0)

will return false is the EWT is null or less than 5 minutes

[Andy_Getz]

Thanks Melissa, this is really helpful. If I'm understanding correctly, there no way to utilize EWT when less than 5 minutes - is that correct?

Our EWTs are usually well below 5 minutes - do you know if I can get the value when not less than 5 minutes?

[MelissaBailey]

I used the 5 minutes to give a more realistic example than just using the IsSet function.

To explain all the pieces of my example:
IsSet(Call.EstimatedWaitTime) will return true if the time is not null and false if it is is null.

and means both parts of the expression must be true for the overall expression to be true.

Call.EstimatedWaitTime > MakeDuration(0, 0, 5, 0) will return true if the wait time is greater than 5 minutes. You could also compare it to any other duration value. You can also use other comparison operations like >= (greater than or equals to), < (less than), <= (less than or equals to), and == (equals to). You also don't have to worry about Call.EstimatedWaitTime being null at this point because the IsSet part of the example would have returned false and this part would not be evaluated.