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| | = Estimated Wait Time = | | = Estimated Wait Time = |
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| − | Estimated Wait Time (EWT) is displayed in the ChannelSelector, Callback and ClickToCall Widgets. These Widgets use the [[StatsServiceCommands#getStats|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 [[StatsServiceConfiguration|StatsService]] plugin to utilize version that you require.
| + | {{NoteFormat|Documentation for this software has moved to a new home. Please update links and bookmarks to content hosted at https://all.docs.genesys.com/WID/Current/SDK/StatsService-combined#Estimated_Wait_Time.}} |
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| − | Use the [[StatsServiceConfiguration#Options|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 [[StatsServiceConfiguration#Options|description]] section of the [[StatsServiceConfiguration#Options|ewt.apiVersion]] configuration option.
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| − | Sample configuration:
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| − | <source lang="JAVASCRIPT">
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| − | _genesys.widgets.stats.ewt.apiVersion = <version value>
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| − | </source>
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| − | | |
| − | ==API Versions==
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| − | ===v1===
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| − | If [[StatsServiceConfiguration#Options|ewt.apiVersion]] is configured to 'v1' (this is also the default value), the [[StatsServiceConfiguration#Options|ewt.dataURL]] configured must be a valid GMS 8.5.1 EWT API url. If not, incorrect EWT may be displayed.
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| − | Depending on this API version, the [[StatsServiceConfiguration#Options|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.
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| − | '''Default Example'''
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| − | <source lang="JAVASCRIPT">
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| − | _genesys.widgets.stats = {
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| − | ewt: {
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| − | apiVersion: "v1"
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| − | dataURL: http://somedomain/genesys/1/service/ewt-for-vq
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| − | mode: "urs2"
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| − | }
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| − | }
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| − | </source>
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| − | For the above configuration, the StatsService plugin will construct the relevant dataURL as shown below.
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| − | <source lang="JAVASCRIPT">
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| − | http://somedomain/genesys/1/service/ewt-for-vq?name=vq1&aqt=urs2
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| − | </source>
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| − | 'vq1' is added to the URL via the '''vqName''' option passed into the [[StatsServiceCommands#getStats|getStats]] command.
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| − | === v2 ===
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| − | If [[StatsServiceConfiguration#Options|ewt.apiVersion]] is configured to 'v2', the [[StatsServiceConfiguration#Options|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 [[StatsServiceConfiguration#Options|ewt.mode]] are 'ewt1', 'ewt2' and 'ewt3'. 'ewt2' is the default value.
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| − | | |
| − | '''Example'''
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| − | <source lang="JAVASCRIPT">
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| − | _genesys.widgets.stats = {
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| − | ewt: {
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| − | apiVersion: "v2"
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| − | dataURL: http://somedomain/genesys/2/ewt
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| − | mode: "ewt2"
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| − | }
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| − | }
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| − | </source>
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| − | For the above configuration, the StatsService plugin will construct the relevant dataURL as shown below.
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| − | <source lang="JAVASCRIPT">
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| − | http://somedomain/genesys/2/ewt/ewt2?vq=vq1,vq2
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| − | </source>
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| − | 'vq1' and 'vq2' are added to the URL via the '''vqName''' option passed into the [[StatsServiceCommands#getStats|getStats]] command.
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| − | ===v3 ===
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| − | If [[StatsServiceConfiguration#Options|ewt.apiVersion]] is set to 'v3', the [[StatsServiceConfiguration#Options|ewt.dataURL]] configured must be a valid [https://developer.genesyscloud.com/reference/engagement/Estimated-Wait-Time/index.html GES EWT API url]. If not, incorrect EWT may be displayed. For this apiVersion, the possible values for [[StatsServiceConfiguration#Options|ewt.mode]] are 'mode1', 'mode2' and 'mode3', where 'mode2' will be the default value if not specified.
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| − | '''Example'''
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| − | <source lang="JAVASCRIPT">
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| − | _genesys.widgets.stats = {
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| − | ewt: {
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| − | apiVersion: "v3"
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| − | dataURL: http://somedomain/engagement/v3/estimated-wait-time
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| − | mode: "mode2"
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| − | }
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| − | }
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| − | </source>
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| − | For the above configuration, the StatsService plugin will construct the relevant dataURL as shown below.
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| − | <source lang="JAVASCRIPT">
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| − | http://somedomain/engagement/v3/estimated-wait-time?virtual-queues=vq1,vq2&mode=mode2
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| − | </source>
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| − | 'vq1' and 'vq2' are added to the URL via the '''vqName''' option passed into the [[StatsServiceCommands#getStats|getStats]] command.
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| − | == Where to look for EWT data ==
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| − | When the [[StatsServiceCommands#getStats|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 [[StatsServiceEvents|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.
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| − | <source lang="JAVASCRIPT">
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| − | {
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| − | ewt: {
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| − | "VQ_GMS_Callback_Out": 9.999 // consolidated standardized EWT data for each virtual queue.
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| − | "VQ_GMS_Callback": 5.12
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| − | ...
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| − | },
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| − | response: { // Original raw data from GMS.
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| − | "VQ_GMS_Callback_Out": {
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| − | "time": 1506021728,
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| − | "wt": 0,
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| − | "calls": 0,
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| − | "wcalls": 0,
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| − | "pos": 1,
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| − | "wpos": 1,
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| − | "aqt": 9.999,
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| − | "ewt": 9.999,
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| − | "hit": 0
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| − | },
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| − | "VQ_GMS_Callback": {
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| − | ...
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| − | }
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| − | }
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| − | } | |
| − | </source>
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| | [[Category:V:PSAAS:Public]] | | [[Category:V:PSAAS:Public]] |
