ExpectedWaitTime for skill based routing

[vma]

Hi guys,
is there any statistic to give Expected Wait Time To Distribute on Virtual Queue for chat interactions when building skill based routing? There will be no VAGs with origination DNs configured.
Thanks,
vma

[anandapriyan]

Team,
The [b]Expected wait time[/b] stat is not supported for Chat interactions. Below i have mentioned the following link which i have found in the KB for reference.

https://genesyspartner.force.com/customercare/pkb_Home?id=kA4U00000008dqHKAQ&l=en_US&fs=Search&pn=1

[vma]

Well there is ExpectedWaitTime2 which is designed to be used for chat but the queue is required to be configured as Origination DN for a particular VAG.
What happens if we don't have a VAG?

Mihai

[cavagnaro]

You must

Enviado de meu E6633 usando Tapatalk

[Dionysis]

Expected wait time for any interaction needs to know what group of agents it needs to monitor, you give it this information by adding the queue/s to the origination DN for the agent group.

There is a new URS statistic which can be used instead though, I read it in the release notes somewhere but can't find it now and I have no idea if it works with chat... it does not require stat server, or origination DN configuration, IIRC.

[vma]

Good point Dionysis,
I've looked through the release notes of the urs and ended up here:
https://docs.genesys.com/Documentation/R/latest/Ref/EstWaitTime
It seems that there are some improved statistics which can help me in the routing. I doubt thought that I will be able to see similar data CCPulse+ also.

Anyway thanks for the hint!
vma