I am looking for documentation on a way to pull live queue Estimated Wait Time (EWT) from call Zoom Contact Center call queues.
I have seen this question posed several ways, but have not yet seen a resolution. Since the October ZCC release had several updates regarding EWT for queues as well as Position in Queue, I was hopeful there might be new information.
The ability to check the current estimated wait time per queue would be very valuable. If this is not currently available, please consider adding this as an endpoint.
1 Like
@justin.steinberg do you have some thoughts here that can help @michaels1 ? Thanks!
1 Like
Hi @michaels1
There is not a Marketplace REST API for EWT, however, you can get this data inside your Flow as variables, and then you can push the data using Flow widgets.
A quick Flow example to accomplish this is shown below:
- Get Queue Data and store in variable
The ’ Get CS Voice Data’ widget is getting data about the Estimated Wait Time, Position in Queue, Ready Agents, etc.
- Push variable data to external API (your server/endpoint):
Here we use the HTTP Call widget to send a HTTP post of the data to your server/API. You can construct a custom JSON payload, this example shows three useful queue variables.
The above logic executes when inbound engagements route through the Flow. So you will receive updated information each time consumers starts a engagement and hits your Flow logic.
Let me know if you have any questions.
Thanks for the feedback regarding a feature request for a Marketplace endpoint. I’ll reach out via DM regarding filing this request.
2 Likes
Thanks Justin, super helpful!
1 Like
Thanks so much Justin! I suspected I would need to accomplish ‘in flow’ for now, but wasn’t expecting you to go the extra mile and show me the steps! Appreciate that a lot…
1 Like