We have an in-queue flow that is used on multiple queues within one line of business, we are finding that one queue may only have a wait time of 2min while another will have 12 min. Depending on the queue the caller picked, they can hear that the EWT is 2min but as agents are supporting all queues the caller will actually wait over 12 min. So it's as if the EWT is incorrect.
I assume this is as designed, but I am hoping there is an expression I can use in this action that would calculate the EWT for a group of queues vs. just the queue the call entered?
I assume this is as designed, but I am hoping there is an expression I can use in this action that would calculate the EWT for a group of queues vs. just the queue the call entered?
Unfortunately, no. Each queue has their own metric values which the EWT uses for computation. For a detailed explanation of how it's computed: Developer Center - EWT
A workaround could be implemented however if you want to get the highest EWT value among the queues. Using PureCloud Data Actions you could get the estimated wait time for each quque and compare it within architect. Depending on the number of queues this may or may not be optimal as you'll call the Data Action for each queue.
It's still recommended to keep using the EWT, theoretically it should even out the value as more metric value arrives so it would be closer to the actual waiting time of customers.
I'll take a look and see if comparing the EWT will work for us, there are roughly 9 queues in total but i may be able to drop it to the few with the highest volumes.