Play Estimated Wait Time action

AI-generated summary

Genesys Cloud provides sophisticated wait time estimation capabilities through its Play Estimated Wait Time action in queue flows. The system offers four distinct playback modes: Approximate, Less Than, Padded, and Precise, each delivering wait time announcements with varying levels of specificity. Using Call.EstimatedWaitTime as the default variable, the platform allows customization through alternative variables, expressions, or literal values. The system implements automatic adjustments, converting durations under 1 minute to 1 minute and handling negative durations similarly. Round Up Intervals calculate estimates in even minutes for Approximate and Less Than modes, while Padding Intervals create time ranges in Padded mode. When using ToAudioTimeRange with identical bounds, the system announces a single value instead of a range. The Architect tool manages these EWT announcements with flexible configuration options, including customizable round-up intervals specified in hours, numbers, and minutes. For example, with a 1-minute padding interval, a 3-minute EWT is communicated as "two to four minutes," ensuring clear and consistent time estimates for callers.

Add the Play Estimated Wait Time action to an in-queue flow’s task sequence to make educated estimates on wait time based on historical data, and play the wait time back to the caller. This action is only available for in-queue flows.

Note: For more information about how Genesys Cloud calculates estimated wait time, see .

Computed durationsClick to expand

If a computed duration in the range is less than 1 minute, Architect treats the duration as 1 minute.
Example: A duration of -5 minutes with a 2 minute padding returns a calculated range of -7 to -3 minutes. Architect treats both negative numbers as 1.
If you use the ToAudioTimeRange expression and both the lower and upper bound values are the same, the expression reads only the value.
Example: ToAudioRange(1,1,Format.TimePart.minutes) is read as 1 minute, not 1 to 1 minutes.

Name	Description
Name	Optionally type a distinct name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Estimated Wait Time (EWT)	The duration value used for the current call’s estimated wait time. By default, this is the Call.EstimatedWaitTime variable. This variable is supplied by the server so it does not need to be modified. However, you can set it to another variable, expression, or literal value if you want to present your own. Note: If the specified duration is a NOT_SET value, the action will not play audio because no value is set
Playback Mode	Select the level of wait time detail to play back to the caller. Choose one of the following: Approximate. Uses non-specific terms to play the amount of time closest to, but lower than, the actual estimated wait time. For example, “Your estimated time is about [five minutes]”, replacing [five minutes] with the appropriate wait time as specified by the Round Up interval. Less Than. Uses the slightly more specific term of “less than,” rather than “about,” to play the amount of time closest to, but lower than, the actual estimated wait time. For example, “Your estimated wait time is less than [five minutes]”, replacing [five minutes] with the appropriate wait time as specified by the Round Up interval. Padded. Plays a range of time to describe the estimated wait time. For example, “Your estimated wait time is [four to five minutes]”, replacing [four to five minutes] with the appropriate wait time as specified by the Padding interval. Precise: Plays the exact estimated wait time. For example, “Your estimated wait time is [four minutes and thirty-one seconds]”, replacing [four minutes and thirty-one seconds] with the exact time.
Round Up Interval	This option appears if you select Approximate or Less Than playback modes. Select the amount of time in which to calculate estimated wait time and return approximate or less than calculations. Architect rounds up the estimated wait time to the selected threshold in even minutes. Scenarios: If a call has an estimated wait time of 2 minutes 30 seconds and a selected round up interval of 3 minutes, the caller hears, “Your estimated wait time is 3 minutes.” If a call has an estimated wait time of 4 minutes 30 seconds and a selected round up interval of 3 minutes, the caller hears, “Your estimated wait time is 6 minutes.”
Padding Interval	This option appears if you select the Padded playback mode. Select the amount of time in which to return the estimated wait time range. Architect rounds up to even minutes. For example, 1 minute 30 seconds rounds up to 2 minutes and 2 minutes 1 second rounds up to 3 minutes. The padding interval subtracts and adds to the estimated wait time. Scenarios: If a call has a 3 minute estimated wait time and a 1 minute padding interval, the caller hears, “Your estimated wait time is two to four minutes.” If a call has a 4 minute 45 second estimated wait time and a 1 minute padding interval, the caller hears, “Your estimated wait time is four to six minutes”.
Specific Round Up Intervals	If specified, Architect will round up the EWT to the smallest interval below that is greater than the EWT. Otherwise, Architect will use the Round Up Interval above.
Add Specific Round Up Interval	This option appears if you select Approximate or Less Than playback modes. Optionally select the amount of time in hours, numbers, and minutes in which Architect rounds up the estimated wait time to the smallest interval that is greater than the actual estimated wait time. Otherwise, Architect uses the previously selected Round Up Interval.

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Play Estimated Wait Time action

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