Estimated wait time

Genesys Cloud Applications Architect
1

Hello All!

I'm looking for a way to configure the estimated wait time for WebChat and Web Messaging.

  • For Web Messaging:

  • I have tried to use in-queue message and configured autoresponse to be sent and choose Data: Message.Estimatedwaittime, but it doesn't show the time, so what is missing here?

  • For WebChat:

    • I have noticed that you're talking about built-in Data action ,is there any documentation for it as I can't find, and how to use it as well ?

Thanks in advance!

2

Hi There,

Thanks for your questions!

In regards to the in-queue message flow how have you set this up? In some tests it works fine for me where the in-queue flow simply sends an auto response using an expression "EWT is " + ToString(Message.EstimatedWaitTime) , however a caveat with that is it will return duration notation so for example if the EWT is 15 seconds, it will appear as PT15S. Are you using a similar configuration?

In regards to chat, if you've installed the Genesys Cloud Data Actions integration there should by default be a static default action named "Get Estimated Wait Time" included with that. This action can be used in the inbound chat flow and takes a queue and media type input that will return the wanted data to the inbound chat flow. The enumeration of values available for media type are shown in the input contract json there, in this case you'd want to use chat. You can then use the returned EWT value in any way wanted.

Best Regards,
Max

3

Additional options you would have here are using the FindQueueEstimatedWaitTime() and/or GetQueueEstimatedWaitTime() functions in either of the flow types mentioned, this will accomplish a similar outcome and return EWT for the specified queue and media type arguments, then to be used as needed in the auto response or rest of the flow.

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