Getting Estimated Wait Times

You can use a GET request to retrieve the Estimated Wait Time for an interaction.

Estimated Wait Time is the estimated length of time that an interaction will wait in the queue until it is accepted by an agent. The calculation is based on how long the interaction has been waiting in the queue and the average time to answer for the last 15 minutes. After the wait time is calculated, the value is rounded up to the minute. For example, if the calculation returns 25 seconds, the Estimated Wait Time is one minute.

This request considers a maximum of 100 records over the previous 15 minutes. If no records are available to calculate the Average Wait Time, the response returns null.

  Before making a query for Estimated Wait Time, an interaction must first be added to the queue. We recommend waiting a couple of seconds after putting an interaction on a queue before querying for Position in Queue to ensure the data is available in reporting.

Request

Sample request

The request below retrieves Estimated Wait Time for the specified interaction:

curl -X GET -H "Content-Type: application/json" 
https://api.cxengage.net/v1/tenants/<tenantId>/interactions/<interactionId/realtime-statistics/estimated-wait-time

Request parameters

The table below lists the parameters you can include in a request:

Parameter Required? Type Description
tenantId yes UUID

The unique identifier of the tenant.
interactionId yes UUID The interaction's unique identifier.

Response

Sample response

The request returns JSON structured like the example below:

{
    "results": {
        "time": null,
        "unit": "time",
        "queryWindow": {
            "start": "2018-12-06T05:00:00.000Z",
            "end": "2018-12-07T04:59:59.999Z"
        }
    },
    "queryTime": 50
}

Response parameters

The response includes the following parameters:

Parameter Type Description
time string The estimated wait time, in minutes, before an agent accepts the interaction.
unit string

How the value is measured. For example, as a count, percentage, or time.
queryWindow object

A JSON object containing the following parameters:

  • start – The start of the time interval, in UTC format, over which the statistics were computed.
  • end – The end of the time interval, in UTC format, over which the statistics were computed.
  • request – The date and time, in UTC format, at which the API call was made.
queryTime string

The length of time, in milliseconds, that it took for the API to respond to the call.