Configure Estimated Wait Times for Queues

Configure Salesforce to Calculate Estimated Wait Times

To calculate the estimated wait time when routing a call to a queue or skill, at least one call must be accepted within the past 10 minutes. If this criterion isn’t met, the estimated wait time field isn’t shown. For unified routing, Salesforce calculates estimated wait times exclusively.

To configure Salesforce to calculate estimated wait times:

• Verify the hasQueueWaitTime field in the CapabilitiesResult object is set to false. This is the default value.
• Verify the telephony provider queues are mapped to Salesforce queues.
• When accepting a call, provide the telephony provider’s queueId value to the CallInfo object.
• When accepting a call, optionally provide the telephony provider’s queueTimestamp and queueName value to the CallInfo object.

Configure the Telephony Provider to Calculate Estimated Wait Times

To display estimated wait times using the telephony provider’s calculations, set the hasQueueWaitTime field in the CapabilitiesResult object to true.

Optionally include the queueWaitTime key in the Contact object that’s returned for getPhoneContacts. The queueWaitTime field represents the telephony provider’s queue wait time measured in seconds.

1new Contact ({
2  id: 'queueId1'
3  type: Constants.CONTACT_TYPE.QUEUE,
4  name: "Queue Name",  
5  queue: 'queueId1',
6  queueWaitTime: 240
7})