We decide to use Finesse API, however one problem is the queue waiting time.
In Finesse API for the queue, the response will looks like this:
<Queue>
<uri>/finesse/api/Queue/10</uri>
<name>Sales</name>
<statistics>
<callsInQueue>3</callsInQueue>
<startTimeOfLongestCallInQueue>2012-02-15T17:58:21Z</startTimeOfLongestCallInQueue>
<agentsReady>1</agentsReady>
<agentsNotReady>2</agentsNotReady>
<agentsTalkingInbound>3</agentsTalkingInbound>
<agentsTalkingOutbound>4</agentsTalkingOutbound>
<agentsTalkingInternal>5</agentsTalkingInternal>
<agentsWrapUpNotReady>6</agentsWrapUpNotReady>
<agentsWrapUpReady>7</agentsWrapUpReady>
</statistics>
</Queue>
As you can see, there is no average time, or AvgHandledCallsTimeTo5 value.
I need this because IVR want to do a pre-check for the queue to let user know the queue is busy and give another option, like Agent callback etc. I know this value can be calculate in ICM side, but once the call is passed back to ICM, IVR doesn't have control the call..
