I’m a callback implementation specialist and I’m currently facing a significant reporting issue. We’ve set up a ‘VIP Priority’ tier for our top-tier customers. When a VIP customer enters the IVR, we use a Data Action to identify them and set their Priority to 100. However, when the Architect flow plays back the ‘Estimated Wait Time’ for a callback, it’s playing the EWT for the entire queue, which might be twenty minutes, even though a VIP customer would likely be answered in less than two minutes. This is causing our VIPs to hang up instead of requesting a callback! How can I calculate the ‘Tier-Specific EWT’ in Architect so I can give my VIPs an accurate estimate?
Hello! I am a ServiceNow developer and I’ve integrated these types of priority EWTs into our custom service portals. The standard Estimated Wait Time function in Architect is unfortunately a ‘Queue-Level’ average that doesn’t account for individual interaction priority. To get the ‘Tier-Specific’ number, you have to query the v2.analytics.queues.{id}.estimatedwait endpoint using a custom Data Action that includes the priority parameter in the query body. Many people don’t realize that the API endpoint actually supports priority-based wait time estimates while the native Architect function does not! It’s a huge difference for your VIP experience!
Good afternoon. I’m a routing optimization engineer and I can confirm that the ‘Tier-Specific EWT’ is the only way to save those VIP callbacks! When you build that Data Action, make sure you also account for the ‘Agent Availability’ for the specific skills required. If you have fifty agents on the queue but only two have the ‘VIP-Support’ skill, your priority-based EWT might still be high. It is much more brilliant to use the ‘Bullseye’ routing EWT if you are expanding the search after the first minute. By combining the priority parameter with the skillRequirements in your API call, you’ll get a pinpoint accurate estimate that will keep those VIPs on the line!