Queue estimated wait time / average wait time

[Darren_West]

Hi,

We are trying to integrate with the api to get an estimated wait time per queue. What I mean by this is, how long it would take if I were to ring in now to reach an agent on a particular queue.

We have used the endpoint /api/v2/routing/queues/{queueId}/mediatypes/call/estimatedwaittime which is returning estimate wait times that are very low for queues with large numbers of waiting calls and does not represent the time you would wait if you phoned in.

We were advised by support that the EWT is not a live calculation and relies on historical data and it was suggested we could try switching to using Average Wait. I cannot find any documentation on how to get average wait time from the api?

Thanks

[anon11147534]

Hi,

You could use POST /api/v2/analytics/conversations/aggregates/query with a filter for the queueId and choose the tWait metric to be included in the response. You will have to choose an appropriate interval to collect data for.

This is an example query:

{
 "interval": "2021-03-10T00:00:00.000Z/2021-03-11T00:00:00.000Z",
 "groupBy": [
  "queueId"
 ],
 "filter": {
  "type": "or",
  "predicates": [
   {
    "type": "dimension",
    "dimension": "queueId",
    "operator": "matches",
    "value": "86028ff0-8bfd-4643-bb97-0003721e23f0"
   }
  ]
 },
 "views": [],
 "metrics": [
  "tWait"
 ]
}

The sum of tWait divided by the count should give you the average wait time for that queue over the interval.

The analytics query builder is useful for building these queries.

[Wei_Xun_Ter]

@Darren_West Just to clarify, the EWT is a live calculation, we do use the latest set of interactions that flow through the queue to make that predictions considering also the queue size, it is meant to change dynamically when the queue condition changes.

However, there's warm up period in the beginning to capture those historical interaction, and also there's a chance that if a substantial change in the system i.e. (lunch time, or sudden jump in interactions flowing into the queue, big number of agent signing in or signing out)

Please let us know or work with your support contact to get us some additional information such as queue id, time frame, we can sort that out and explain what is going on. Did you experience this low estimate throughout the day? and for all the queues? what is unique about the queue?

Thanks,
Wei Xun.