Other Options For EWT For Skill-Based Queues in WxCC

[Xanfere85]

I am aware that EWT is not available for skill-based queues. But it also appears that no other value in AdvancedQueueInfo, or QueueInfo nodes returns any value also (other than number of agents in queue). Is there another metric that can be pulled from an API for skill-based queues that can be used to "simulate" EWT? (e.g. longest call in queue)?

This is frustrating that EWT is not available in WxCC for skill-based queues, but is available in UCCX. Customers are getting the impression that migrating from UCCX to WxCC is a step-down.

[fatirsahi530]

Yeah, you're not alone — this limitation has been a big pain point for a lot of us working with WxCC. The fact that EWT isn’t supported for skill-based queues while it was readily available in UCCX does feel like a step back, especially when trying to justify the move to customers. As for a workaround, some teams I’ve worked with have tried using Longest Call in Queue (LCIQ) as a rough proxy for EWT. You can usually pull that using the Analytics API or from the Real-Time Data API, depending on your setup. It’s not a perfect match, but it can give at least some visibility into queue conditions. Hopefully, Cisco brings parity with UCCX soon — this feature gap is hard to explain to customers expecting more from the cloud.

[Janos Benyovszki]

@Xanfere85 if you want you can create a support ticket with the details and we can see why is that happening - https://developer.webex.com/explore/support .

[Xanfere85]

We have a TAC case open (699279674)...We are now able to retrieve values from the Queue Statistics API. However, the problem now is how to cast the string value returned (e.g. Avg. Handle Time) into an integer variable so that it can be used in calculations. Setting intAHT = stringAHT doesn't work...looking at creating a JavaScript function to do it, but the syntax/format that Cisco wants is not in the "normal" format of a JavaScript function...and there doesn't appear to be any examples on how to write one.

[Janos Benyovszki]

@Xanfere85 to confirm, https://developer.webex.com/webex-contact-center/docs/api/v1/estimated-wait-time/get-estimated-wait-time does not work with your queue, right?

[Xanfere85]

@Janos Benyovszki for my skill-based queue still in development, yes. It is very hard to generate enough calls to consistently return EWT. I also tested this API against all other skill-based queues in production actively taking calls, and could only return EWT against one queue (out of about 25-30)...it is frustrating.