Configure Estimated Wait Times for Queues

Agents can see estimated wait times for a given queue before transferring a messaging session. Estimated wait times for Bring Your Own Channel for CCaaS Messaging channels are calculated by the Contact Center as a Service (CCaaS) provider.

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

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

For example: