Estimated Waiting Time

Estimated Waiting Time also known as 'EWT' is displayed on ChannelSelector, Callback and ClickToCall Widgets. These Widgets use getStats [link here] command to fetch the EWT data from GMS or GES server. These servers support multiple API versions to fetch EWT and this section will explain how you can configure StatsPlugin [link here] to use the corresponding API version that you need.

Use the apiVersion configuration [link here] option to specify the version. For possible version values, refer to this [link here] configuration option.

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

Below section will explain in detail about each API version configuration.

API version v1

If ewt.apiVersion is set to 'v1' (default value, if not specified), the dataURL [link here] configured must be a valid GMS 8.5.1 EWT API url [link here]. If not EWT may not be displayed correctly. Depending on this API version value, the mode [link here] configuration option can hold a set of predefined possible values. That is, for 'v1' the possible values for ewt.mode are 'urs', 'urs2' and 'stat', where 'urs2' will be 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, where vq1 is the value passed to vqName option of getStats [link here] command.

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

API version v2

If ewt.apiVersion is set to 'v2', the dataURL [link here] configured must be a valid GMS 8.5.2 EWT API url [link here]. If not EWT may not be displayed correctly. For this apiVersion, the possible values for ewt.mode are 'ewt1', 'ewt2' and 'ewt3', where 'ewt2' will be the default value if not specified.

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, where vq1 and vq2 are the array of strings passed to vqName option of getStats [link here] command.

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

API version v3

If ewt.apiVersion is set to 'v3', the dataURL [link here] configured must be a valid GES EWT API url [link here]. If not EWT may not be displayed correctly. 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, where vq1 and vq2 are the array of strings passed to vqName option of getStats [link here] command.

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

EWT data

When the StatsService plugin fetches the EWT data successfully from either GMS/GES, it will be published in the 'updated' [link here] event. This data will be in a standard format as shown below.