Estimated Wait Time Off

[Thomas_Karlshoj]

Hi

We want to know what the current EWT is in a specific queue. The mediaType is chat.

It has worked before but when i tried it today it returned 778 seconds.

I thought that it should return 0 (zero) if there is no one in queue and if there are agents free to take the chat interaction?

That being said the agent already had one chat. But our utilization settings are set so an agent can take 3 chats at once. Does EWT not take this in to consideration?

[tim.smith]

The logic for how EWT is calculated is documented here: https://developer.mypurecloud.com/api/rest/v2/routing/estimatedwaittime.html. If you believe the EWT you are seeing is incorrect, please open a case with Genesys Cloud Care for investigation.