Get position in queue and time in queue for Messaging interactions

Genesys Cloud Applications
1

Hi team,

We have a requirement to get and display the position in queue and time in queue to the customer for messaging interactions. Currently in Architect there is no in-queue flow options to get these metrics to display to the customer in a conversational manner.

We are aiming to use the Guest Messaging API for these conversations. Is there API calls that our developers could use to query this and display in a custom build messaging UI for the customer?

2

We are aiming to deliver in queue flows later this quarter. It's close enough to being delivered that I'd recommend waiting for it to be released rather than exploring other solutions.

3

Hi Lucie, thank you for your prompt response!

In order to set expectations can I confirm that this will support both position in queue and real time in queue?

I understand that with the in-queue architect flow we may be able to retrieve this information and provide to the customer in a message, is there also any API calls that could simply retrieve this information to display to the customer within a UI?

4

In queue flows should provide position in queue and estimated wait time. Time in queue can likely be calculated based on inspecting the conversation itself but I don't believe there's going to be a built in function for that.

You can use API for estimated wait time: https://developer.genesys.cloud/api/rest/v2/routing/estimatedwaittime-v2
Conversation API is here: GET /api/v2/conversations/messages/{conversationId}

To my knowledge, we do not provide publicly available position in queue API.

Here is initial documentation for digital in queue flows: In-queue flows overview - Genesys Cloud Resource Center

5

Thank you for the information Lucie!

6

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