EWT announcement is only in minutes and seconds, not in hours

Product Q&A
1

We have a inbound scenario which plays EWT. But the EWT announcement is only taking minutes and seconds not hours.
For instance, in the dash board it is showing actual EWT is 1:20:58 , in the EWT announcement it plays only 20 minutes and 58 seconds.
Is it the default behavior of BP or can we alter it.

Current BP version is 5.9.3.63383

Kindly suggest.

2

EWT playback is something that can easily be customized if you have a text to speech engine or if you would like to use recorded prompts. I have tackled this in multiple ways.

  1. You can grab the $(service.EWT) variable value and convert it to human readable time using the function =formatduration($(service.EWT)) Docs are found HERE for this function.

  2. I have used recorded voice prompts that are played based on the value of $(service.EWT) and evaluated by an IF block.
    The IF block is checking the following:

  • If the value of $(service.EWT) is less than 60, then do nothing and wait for agent.
  • If the value of $(service.EWT) is greater than 60 and less than 180, then play voice prompt “Your estimated wait time is 3 minutes”.
  • If the value of $(service.EWT) is greater than 180 and less than 300, then play voice prompt “Your estimated wait time is 5 minutes”.
  • and so on until you have what you feel most comfortable with.

The timeframes I used in option 2 are just examples and you can configure anything that works best for your needs.