Estimated Wait Time

Estimated Wait Time (EWT) is displayed in the ChannelSelector, Callback and ClickToCall Widgets. These Widgets use the getStats command to fetch EWT data from the GMS or GES server. These servers support multiple API versions and this document will explain how to configure the StatsService plugin to utilize version that you require.

Use the ewt.apiVersion configuration option to specify the API version. Each version value corresponds to a particular API of GMS/GES. For all possible version values and their mapping, refer to the description section of the ewt.apiVersion configuration option.

Sample configuration:

_genesys.widgets.stats.ewt.apiVersion = <version value>

API Versions

v1

If ewt.apiVersion is configured to 'v1' (this is also the default value), the ewt.dataURL configured must be a valid GMS 8.5.1 EWT API url. If not, incorrect EWT may be displayed.

Depending on this API version, the ewt.mode configuration option can hold a set of predefined possible values for this version. They are 'urs', 'urs2' and 'stat', where 'urs2' is the default value if not specified.

Default Example

_genesys.widgets.stats = {
      ewt: {
          apiVersion: "v1"
          dataURL: http://somedomain/genesys/1/service/ewt-for-vq
          mode: "urs2"
    }
}

For the above configuration, the StatsService plugin will construct the relevant dataURL as shown below.

http://somedomain/genesys/1/service/ewt-for-vq?name=vq1&aqt=urs2

'vq1' is added to the URL via the vqName option passed into the getStats command.

v2

If ewt.apiVersion is configured to 'v2', the ewt.dataURL configured must be a valid GMS 8.5.2 EWT API url. If not, incorrect EWT may be displayed. For this apiVersion, the possible values for ewt.mode are 'ewt1', 'ewt2' and 'ewt3'. 'ewt2' is the default value.

Example

_genesys.widgets.stats = {
      ewt: {
          apiVersion: "v2"
          dataURL: http://somedomain/genesys/2/ewt
          mode: "ewt2"
    }
}

For the above configuration, the StatsService plugin will construct the relevant dataURL as shown below.

http://somedomain/genesys/2/ewt/ewt2?vq=vq1,vq2

'vq1' and 'vq2' are added to the URL via the vqName option passed into the getStats command.

v3

If ewt.apiVersion is set to 'v3', the ewt.dataURL configured must be a valid GES EWT API url. If not, incorrect EWT may be displayed. For this apiVersion, the possible values for ewt.mode are 'mode1', 'mode2' and 'mode3', where 'mode2' will be the default value if not specified.

Example

_genesys.widgets.stats = {
      ewt: {
          apiVersion: "v3"
          dataURL: http://somedomain/engagement/v3/estimated-wait-time
          mode: "mode2"
    }
}

For the above configuration, the StatsService plugin will construct the relevant dataURL as shown below.

http://somedomain/engagement/v3/estimated-wait-time?virtual-queues=vq1,vq2&mode=mode2

'vq1' and 'vq2' are added to the URL via the vqName option passed into the getStats command.

Where to look for EWT data

When the getStats command is called, it fetches the EWT data from either GMS/GES server based on the configuration. This response data is included in the updated event in a standard format as shown below. In this data format, the ewt section will contain the virtual queue name and the estimated wait time as a key value pair. The response section contains the original raw data from the server and may vary between each server API.

{
    ewt: {
         
        "VQ_GMS_Callback_Out":  9.999   // consolidated standardized EWT data for each virtual queue.
        "VQ_GMS_Callback": 5.12
        ...
    },
    response: {                 // Original raw data from GMS.
         
        "VQ_GMS_Callback_Out": {           
            "time": 1506021728,
            "wt": 0,
            "calls": 0,
            "wcalls": 0,
            "pos": 1,
            "wpos": 1,
            "aqt": 9.999,
            "ewt": 9.999,
            "hit": 0
        },
        "VQ_GMS_Callback": {
            ...
        }
    }
}