Estimated Wait Time API

This API endpoint returns the calculated estimated wait time (EWT) per queue.

This can be used for custom support channel EWT displays on web pages or mobile apps outside of the Contact Center AI Platform (CCAI Platform) SDK, or for custom notifications or triggers.

Example Request

URL: http://{subdomain}.{domain}/apps/api/v1/wait_times

Parameters

ID	Field Name	Type	Required	Description	Values	Notes
1	menu_id	id	No	Response will filter all menus (queues) in that menu's sub-menu, including that menu	Root Menu (default) Specific menu	If nothing is passed, will return whole queue structure
2	channel_type	enum	No	Returns menus of a specific channel	voice_call chat	Optional param
3	menu_type	enum	No	Returns menus of specific types	ivr_menu mobile_menu web_menu All (default)	optional
4	wait[from]	int	No	Returns records if they have a wait greater than the value		Validation:Positive Int only
5	wait[to]	int	No	Returns records if they have a wait less than the value		Validation:Positive Int only
6	lang	enum	Yes	Queue structure to retrieve the ewt	Ex: "en" "es" "fr" "de" "it" "ja" "ko" "pt" "pt-BR" "sv"

Responses

ID	Field Name	Type	Required	Description
1	menu_id	id	yes	Foreign key to the /menus manager api endpoint
2	wait	INT	yes	Wait time in minutes
3	Materialized path	String	Yes	Materialized path as found in the /menus api

Example

http://{subdomain}.{domain}/apps/api/v1/wait_times?lang=en&menu_id=10

[
    {
        "menu_id": 10,
        "menu_type": "ivr_menu",
        "voice_call": 120,
        "materialized_path": "Subscription",
        "logged_in_agents": 3,
        "available_agents": 0,
        "breakthrough_agents": 1
    }
]

Status Code: 200

Menu ID 10 estimated wait time is 120 seconds (or two minutes)