Is there a way to configure an accurate Estimated Wait Time in a flow/queue that uses skills based routing?
The estimated wait time is only repeating 30 seconds when in reality the wait has been exceeding 10 minutes for some skill sets. After reviewing with Genesys Support, they told us that the EWT does not account for skills and is accounting for all agents in the queue resulting in the lower wait time. The only solutions we were provided was to take out the EWT completely or separate the skill sets to queues. Before considering these options, we are asking for any advice on how we can configure the estimated wait time to be accurate while keeping our skills in place.