Hi all,
we have a challenge and not able to find a good way to solve the customer requirements.
We have a skill-based enviroment, possible that behind each Queue can be several steps/teams and that we have skill profiles mapped to Agent or the entire Team. Possible as well are 2 or more Teams for each Agent.
Question 1: Is it possible to get the EWT behind a Queue (we assume the API Endpoint https://developer.webex-cx.com/documentation/estimated-wait-time) will only support Team-based queues. Any examples how to do it maybe with the GraphQL / search API? What about the longest call duration within a call?
Question 2: is it possible to get all Agent states behind a Queue/Skill. Customer wants to achieve a drop down/drill down. The Agent has within the Agent Desktop all needed Queues, is able to see the EWT + Longest Queue Time for that particular Queue. On top he will see a value (logged-in Agents + Agents avaialble), example 10/0 (10 Agents logged in, but all are busy)
If the Agent wants to get additional information, he can drill-down the Queue and is able to see all Agent realtime states.
All objects (Queues/Agents) are Click2Call functions which allows the Agent to quickly transfer a call to a Queue or to a specific Agent.
We´re familiar with the Webhooks, our Backend will receive the WxCC notifications but there are a few important things missing to achieve this drill down (Displaying Queue > Agent)
Would be great to get some feedback from the community, greetings Jan
