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Changing the calculation of estimated wait time

Suggest edit Updated on September 12, 2020

By default, Pega Retail Advisor calculates the estimated wait time for the customer queue using the average resolution time of the last three completed interactions. If you want to calculate the estimated wait time based on a different number of interactions, update the EWTInteractionCount property in the PegaCA-Admin-ApplicationSetting-Retail.ApplicationSettings data transform.

The calculation logic for estimated wait time is defined in the Code-Pega-List.CalculateEWT activity. To change the logic, save the activity to your implementation ruleset.
  1. In the Dev Studio header search box, enter CalculateEWT, and then select the result which applies to Code-Pega-List.
  2. Click Save As to save the activity to your ruleset.
  3. On the Steps tab, expand Step 6.
  4. Update the PropertiesValue for the EstimatedWaitTime property as needed.
  5. Click Save.
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